Senior IT Service & Process Manager (m/f/d)

For permanent employment OHB Information Technology Services GmbH in Bremen is looking for a

Senior IT Service & Process Manager (m/f/d)

Shape the Future of IT at OHB! As part of its new IT Operating Model, the OHB Group's IT organization is evolving from a traditional technical service provider into a strategic business partner. At the heart of this transformation are standardized IT services, clear end-to-end accountabilities, transparent governance structures, and the continuous improvement of service quality and business processes. Service and process management provide the foundation for achieving these objectives. As a Senior IT Service & Process Manager (m/f/d), you will play a key role in establishing a service-oriented IT organization. You will design and govern group-wide IT service and process standards, drive the continuous improvement of our service quality, and create transparency regarding performance, costs, and customer value. In this role, you will work closely with Service Owners, business units, IT delivery teams, and governance functions.

Your Tasks

• Lead the implementation, continuous development, and governance of IT Service Management (ITSM) processes and frameworks, driving process maturity in alignment with the new IT Operating Model
• Manage and continuously optimize key IT processes, including Service Portfolio Management, Service Request Management, Change Management, Asset Management, and Configuration Management
• Develop and maintain service and process standards, KPIs, SLAs, and performance metrics to measure, monitor, and continuously improve service delivery and process effectiveness
• Facilitate and coordinate collaboration between Service Owners, IT Delivery Teams, Business Stakeholders, and governance functions (e.g., QMS, ISMS, BCM) to ensure effective end-to-end service management
• Conduct service and process assessments to identify opportunities for automation, standardization, simplification, and continuous improvement
• Ensure compliance with regulatory, audit, security, risk management, and documentation requirements across all assigned services and processes
• Define, develop, and optimize the applications and tool landscape required for planning, managing, and operating IT services, including ITSM platforms, CMDB, Software Asset Management (SAM), Enterprise Architecture Management (EAM), Discovery, Monitoring, and related solutions
• Support IT transformation and digitalization initiatives while promoting a customer-centric, service-oriented culture across the IT organization

Your Qualifications

• Several years of professional experience in IT Service Management, Process Management, or a comparable governance-related function
• Strong knowledge of ITSM frameworks and best practices, particularly ITIL, as well as service-oriented operating models
• Proven experience in designing, implementing, and continuously improving IT processes and service organizations
• Hands-on experience with ITSM platforms, process and workflow management tools, and CMDB-based solutions, particularly ServiceNow and Jira Service Management (Jira ITSM)
• Strong analytical and problem-solving skills, combined with a structured and results-oriented approach
• Excellent communication, facilitation, and stakeholder management skills, with the ability to engage effectively across all organizational levels
• Strong interest in automation, artificial intelligence (AI), digitalization, and Continuous Service Improvement (CSI)
• Relevant certifications such as ITIL®, COBIT®, ISO/IEC 20000, Lean, Six Sigma, or comparable qualifications are considered an advantage
• Experience in IT transformation programs and organizational change initiatives is desirable