Lead IT Service Management (m/w/d)

We are looking together with our partner, a established and growth-oriented company from the Retail industry, for a strategically thinking, service-oriented, and leadership-strong personality as **Lead IT Service Management (m/w/d)** in the Metropolregion Rhein-Ruhr (hybrid).

In a phase of intense digitalization, you will take on a central role in the IT department: You will be responsible for the overall IT Service Management – consisting of IT Service Desk and Service Delivery with an 18-member team. Your focus lies on providing stable, efficient, and customer-oriented IT services that are controlled and continuously improved along the entire IT lifecycle according to ITIL.

Our partner offers you the dynamics of a modern company combined with the strengths of an international conglomerate. If you are ready to shape the way employees work together in a sustainable manner, we look forward to getting to know you.

For reasons of confidentiality, neither the name of our partner nor any further details will be disclosed in this job posting. Upon interest in this role and a meeting, it is necessary to sign a confidentiality agreement / NDA provided by us.

Aufgaben

• You are responsible for the overall IT Service Management (Service Desk & Service Delivery) and lead your 18-member team. You develop the ITSM strategy, roadmap, and process design further and ensure that SLAs and OLAs are consistently met and optimized to improve service quality measurably (e.g., via NPS) and sustainably.
• You steer all ITIL-based service processes – from Incident and Problem over Change to Service Level Management. You ensure that SLAs and OLAs are consistently met and optimized, allowing for measurable and sustainable improvement in service quality.
• You are responsible for the technological basis of service provision. A special focus lies on the strategic further development of the ServiceNow platform to make processes more efficient through targeted automation.
• You take active control over external service providers and ensure that contractual agreements and internal compliance guidelines are met. Through professional reporting and clean documentation, you create corporate-wide transparency and binding standards.
• In close cooperation with IT-Security, Enterprise Architecture, and Product Management, you ensure a consistent, customer-oriented service experience that focuses on user satisfaction.

Qualifikation

• You bring several years of experience in IT Service Management as well as in the professional leadership of teams and the control of external service providers with you.
• You possess deep operational expertise in the introduction and further development of ITSM tools, particularly ServiceNow or Jira Service Management.
• You have fundamental knowledge in ITIL (Foundation v3/v4) and have demonstrated success in optimizing service processes and ensuring governance.
• Ideal candidate has already gained experience in the Retail industry.
• You convince through excellent communication skills in German and English (C1-level) and can explain complex IT topics in a comprehensible manner to various stakeholders.

Benefits

• Top Employer & Atmosphere: A passionate team that burns for its brands, embedded in an open corporate culture with flat hierarchies and duz culture from student to CEO.
• Vergütung & Benefits: An attractive remuneration package including bonus component, occupational pension, and travel expense allowance.
• Flexibilität & Work-Life-Balance: Shape your daily life with flexible working hours, up to two days of mobile work per week, 30 days of vacation time, and sabbatical options.
• Internationalität & Perspektive: Work in a hybrid setup with strong ties to the Essen location but with international interfaces and development opportunities within the group.
• Vereinbarkeit & Support: Support in all life situations through cooperation partners in the areas of work & children and work & care.

Sounds exciting?

Then apply now! Your application will be treated confidentially. Through direct collaboration with decision-makers, we guarantee you a fast, transparent, and tailored process.

Your contact person is Kristin Zimmermann.

We look forward to getting to know you!

Data protection at PALTRON: s. Webseite

Find Jobs in Germany on Arbeitnow