ITSM Manager (f/m/x)

annual salary

ITSM Manager (f/m/x)

An internationally operating company relies on the expertise of its Service Management & Controls team, which provides central monitoring and reporting solutions and is responsible for IT Service Management (ITSM) processes. The focus is on ensuring a reliable and highly available IT operation. This team is currently looking for an experienced ITSM expert (f/m/x) who can contribute to the optimization of existing processes with sound ITIL expertise.

Your responsibilities:

• Identification and implementation of process improvements based on current ITIL frameworks
• Data-driven analysis of process quality through KPI monitoring and derivation of appropriate measures
• Management and coordination of improvement initiatives as well as maintenance of the ITSM project backlog in collaboration with other process owners
• Definition of the roadmap for the further development of the ITSM tool (ServiceNow), particularly in terms of process execution and reporting
• Responsibility for ITSM policies and procedures : regular review, updates, rollout, and training of relevant stakeholders
• Consulting stakeholders and supporting new projects in compliance with existing processes (e.g., during cloud transformations)
• Conducting internal and external audits in the ITSM context
• Close collaboration with the overarching process team to achieve goals and promote team development
• Serving as the Single Point of Contact (SPOC) for ITSM topics within the group and affiliated companies

Your profile:

• Experience in the continuous optimization of ITSM processes based on ITIL best practices
• Analytical thinking and the ability to evaluate processes based on KPIs
• Hands-on experience in implementing ITSM initiatives and managing backlogs in coordination with other stakeholders
• Expertise in the further development of ITSM tools (ideally ServiceNow) for process support and data analysis
• Familiarity with creating and maintaining policies, procedures, and training concepts in the ITSM environment
• Experience in consulting stakeholders and ensuring process compliance in project work
• Proficiency in preparing and conducting ITSM audits
• Team-oriented working style with a focus on collaboration, goal achievement, and development
• Confident demeanor as a central point of contact for ITSM topics across various organizational units

What you can expect:

• Access to an international community of passionate IT experts
• Opportunity to actively participate through initiatives and interest groups
• Modern health center with medical services directly at the workplace
• Attractive employee benefits in the areas of financial services, insurance, retail, and more
• Employee referral program with bonuses for successful referrals

JobNr.:##3291##KAM## anja.aberer@apsa.at ##REC## natalie.capek@apsa.at ##EN##17526689399490090211UTZ##