IT Service Manager (m/f/d)

You build IT Service Management structuredly — including process definition, role descriptions, SLAs and escalation paths. You don't start at zero, but you're questioning what you're up to. You are responsible for the IT Service Catalogue: You define which services the IT offers, under what conditions, with which quality promises — and you keep it up to date. You control the entire ticket and service request process: prioritization, routing, processing times, escalation logic. You make sure nothing is sent and every request is traceable. You are the first point of contact with IT escalations — internally and externally. You keep an overview when it becomes hectic and communicate clearly to all parties. You play an important coordinating role in IT emergencies and cyber incidents: You're not the security expert, but you're sure that processes take place, IT Service Desk responsibilities are clear and the right people are involved at the right time. You develop key figures and reporting structures that actually provide information — ticket transit times, SLA retention, repetition problems, trend analyses. You work closely with internal departments, understand their service needs and translate them into concrete service definitions and agreements.

Completed study or training as well as several years of experience in building and managing service desks or ITSM functions — as a responsible person, not only as an employee Detectable experience with ticket systems, service request processes and the establishment or maintenance of an IT service catalog Funded ITSM method knowledge (ITIL v4 or comparable) — you know the theory and know what works in practice Experience in escalation control and in dealing with critical operating situations under time pressure Clear service orientation: You understand internal customers as customers — with real expectations to meet Knowledge of common ITSM tools: ServiceNow, Jira Service Management, Matrix42, etc. German and good English skills in word and writing complete your profile We focus on human beings, regardless of gender, age, ethnic origin & nationality, religion & worldview, sexual orientation & identity, physical and mental abilities and social origin. We value collegiality, mutual respect, appreciation, motivation and fun at work.

We want to continue and even more committed to conscious, value-adding and respectful dealings with diversity and equal opportunities. With the signing of the Charter of Diversity and the UN Women's Empowerment Principles, we are committed to a sustainable anchoring of these values in our corporate culture.

Full or part-time (35- 39 hours/week)72.000 - 78.000 Euro gross annual salary (depending on your qualification and experience) You don't meet all the requirements, but you like our place? Then get involved!

We focus on human beings, regardless of gender, age, ethnic origin & nationality, religion & worldview, sexual orientation & identity, physical and mental abilities and social origin. We value collegiality, mutual respect, appreciation, motivation and fun at work Work contract with long-term perspective, flexible working hours, home office options and 30 days holiday (plus 24. and 31.12.) Independent work and space for self-responsibility Individual training offer for professional and personal training Modern workplace in central central location of Cologne with very good ÖPNV connection Occupational pensions and benefits Additional services, e.g. Germany ticket as a job ticket, group accident insurance, JobRad, Fitnessstudio (Urban Sports, Fitness First or Kieser Training), Corporate Benefits & v.m