freenet DLS GmbH | Germany | 24xxx Büdelsdorf | Permanent position | Full time / Home office | Published since: 01.10.2026 on stepstone.de
Head of IT Service Management (m/f/d)
freenet offers an extensive portfolio of mobile, Internet and TV entertainment. Online as well as in around 520 own shops, every customer gets the ideal solution for his digital life. We advise Germany personally, independently and individually. For our site Büdelsdorf we are now looking for active support in full time:
THE WORK Teamspirit, open doors, duz culture and short decision paths. You can expect a lot of design space, mobile work and an attractive compensation package including success participation and occupational retirement. You take responsibility for freenet Group's IT service management – with several teams in User Help Desk, Service Operation Center (24/7-Monitoring and Incident Management), OnSite Support, Knowledge and Rights Management, and the Atlassian platform. Your job: to make a clearly process-controlled service organization from grown structures. .
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Your tasks • Your profile • What we offer
You conduct the IT Service Management department with several teams and executives professionally and disciplinaryly and develop them into a process-oriented service organization You are responsible for design, standardization and automation of ITSM core processes – incident, problem, request and change – along established best practices and make their effectiveness measurable via key figures You consistently align the User Help Desk and the Service Operation Center (24/7 monitoring, alarming, first level in the event of a malfunction) with these processes and maintain the efficiency and quality potential resulting from this You are responsible for the Atlassian platform (Jira, Confluence, JSM) as a central tool for our service processes and advance their development, automation and AI-based use You ensure stable, economical operation for around 3,500 jobs and service quality compared to specialist areas and IT units
You have multi-year leadership experience in an IT service, ITSM or IT operation environment and enjoy developing teams and talents You have designed, standardized and automated service processes yourself – and you like to tell us what you have moved with it You know the requirements of a 24/7 operation with readiness and incident management from your own experience You work safely with modern service management platforms. Experience in the Atlassian environment is a plus, but no requirement – more importantly, that you can think processes in tools You act as a bridge builder between business and IT, think company-wide and convince by its implementation strength and a clear service and customer orientation Your professional qualification is more important to us than your formal degree. Whether studying, training with consistent further development or another way – testify to what you have moved.
Occupational pension Benefits for employees Mobile work Modern working environment Canteen Cars
Location
 | freenet DLS GmbH | |
| 24782 Büdelsdorf | ||
| Germany |
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