Head of Enterprise Service Management (m/f/d)

The Fraunhofer Society is one of the world's leading organisations for application-oriented research. 75 institutes develop groundbreaking technologies for our economy and society – more precisely: 32 000 people from technology, science, administration and IT. You know, who comes to Fraunhofer wants and can change something. For yourself, for us and the markets of today and tomorrow. From now on, we at Fraunhofer will offer you an exciting activity in the department ''Enterprise Service Operations'' of the Fraunhofer-Gesellschaft headquarters. We are looking for a dedicated and experienced field management for Enterprise Service Management at the Management Board Business Technology & Processes. Your tasks include end-to-end management for the ITSM platform and maintenance of the entire service lifecycle, including the design of ITIL-based and other IT processes. You control the processes using KPI/OLA/SLA to establish continuous improvements. Also ensure availability and responsibility for emergency management for the ITSM platform. Coordination with other IT departments completes your task area. If you have a passion for enterprise service management and are happy to work in a dynamic environment, we look forward to your application.

In this key role, you are responsible for the provision, development and stable operation of our company-critical IT service management platform IFS assyst in line with corporate strategy and service requirements. You develop solutions for our central service desk and the serviced services in a company with over 30,000 employees. You are responsible for the subject of enterprise service management with 5 employees and develop your team in a targeted manner. You bear the end-to-end responsibility for IFS assyst (Roadmap, Operation, Development) including Service Lifecycle and Release/Change Management. You design and optimize the existing ITIL‐4-based processes (including incident, request, change, problem, knowledge) and ensure their governance. You generate transparency through KPIs/OLAs/SLAs and derive concrete improvement measures. You act as a central interface between requirements, service desk, IT departments, security/data protection and bodies. You coordinate the projects and service development in the ESM/ITSM environment and prioritize the roadmap. You observe relevant market and technology developments and introduce these into decisions and the roadmap in a structured manner. You represent the topic of ESM internally and externally and promote standards, transparency and service orientation in the organization.

A completed academic degree (Diplom/Master) in (economic) informatics or a comparable subject Discipline leadership experience in IT or service management and multiannual expertise in controlling professional teams Funded know-how in the design, control and optimization of ITSM processes – additional knowledge of the processes of large, decentralized organisations is advantageous Deep understanding of ITIL 4 and adjacent best practices German (level C1 or higher) and very good English in word and writing An independent and service-oriented mode of operation, high sense of responsibility and pronounced communication capability at all levels Sovereignty, organisational skills and careful working – even with high workloads

A long-term working relationship in a dedicated team with short decision-making A motivated, professional and experienced team with many years of expertise You have the design sovereignty over a company-critical platform with noticeable impact We offer diverse personal and professional development perspectives and training opportunities Team spirit is raised We live a family-friendly culture Hybrid work (office and home office) as a living practice Occupational pensions, asset-effective benefits and wage conversion Grant to the Deutschlandticket-Job Various health offers