Bayerischer Rundfunk | Germany | 81xxx, 80xxx München | Temporary contract | Part time - flexible / Full time / Home office | Published since: 26.06.2026 on stepstone.de
Coordinator in the central ServiceDesk Management of ARD and Deutschlandradio (m/f/d)
In order to strengthen our central ServiceDesk Management, we are looking for a dedicated and experienced personality that is responsible for the management of our external ServiceDesk service provider and the further development of the central serviceDesk of ARD and Deutschlandradio. .
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Your tasks • Your profile • What we offer
Control of the external service provider for the central ARD ServiceDesk incl. SLA, KPI and quality management Monitoring of contractually agreed service parameters and compilation of monthly SLA reporting and monthly billing Process Owner for Incident Management, Service Request Fulfillment, Continual Service Improvement (CSI) and IT Service Catalogue Management Escalation and deescalation management in faults and SLA deviations Maintaining a CSI register and deriving and implementing improvement measures Participation in IT projects in the BR and the ARD around the ARD ServiceDesk (e.g. interfaces, new services in the service portfolio, management of training) Knowledge Management Support (Process Documentations, Operations Manual, FAQs) Technical support of EU-wide tenders for the central ServiceDesk
Complete study from the field of economic/informatics, media technology or comparable or equivalent training or qualification and proven activity in IT Service Management Multi-year relevant professional experience in IT service management Multiannual professional experience in provider management or in the control of external service providers based on service-level agreements Proven deepened expertise in IT service management according to ITIL (certification V3 Expert or ITIL 4 Managing Professional) Very good moderation, communication and negotiation skills Analytical thinking, structured working and high enforcement capability Safe appearance in management meetings as well as pronounced presentation strength Very good German and good English skills
Fair tariff payment Attractive working time and home office regulations Development and training opportunities Canteen Childcare Offers Operational health management
Location
 | Bayerischer Rundfunk | |
| 80335 München | ||
| Germany |
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