Senior Service Manager (m/w/d) ITIL (Ref.Nr.: 46854)

We are looking for an experienced Service Management Lead to stabilize, optimize and strategically develop the IT-Service-Management as well as the Service-Desk-Betriebs in a challenging IT environment.

Key Facts
Start: 26.05.2026
Dauer: Not known
Auslastung: 100 %
Einsatzart:
Einsatzort: Würzburg
Einsatzland: Other

Ihre Aufgaben

• Analysis and evaluation of existing Service-Desk-Strukturen, processes and workflows regarding maturity, efficiency and customer satisfaction

• Structuring, prioritizing and end-to-end steering of relevant Service-Themen as well as the processes Incident, Request and Problem

• Stabilization and further development of the Servicebetriebs based on ITIL-oriented processes to ensure efficient operational operation

• Analysis, definition and optimization of ticket management as well as general operational workflows in the Service Desk

• Establishment and monitoring of KPIs as well as regular reporting for steering and continuous improvement of service quality

• Support in preparing and conducting tenders in the Serviceumfeld and selecting service providers

• Steering and coordination of internal and external service providers in the Serviceumfeld

• Technical steering and coordination of Service-Teams

• Stakeholder management as well as address-specific communication up to management level

Muss-Anforderungen

• Fundamental knowledge in IT Service Management (ITIL)

• Long-term experience in operating and optimizing Service Desk organizations

• Notable experience in steering and coordinating internal and external service providers in the Serviceumfeld

• Expertise in KPI definition, reporting and service governance to ensure and steer service quality

• Extensive project experience in the Service-Management-Umfeld, particularly in ITSM transformations

• Independent, structured and result-oriented working style

• Excellent communication and stakeholder management skills up to management level

• Experience in working within complex organizations and multi-service provider environments

• Methodological competence in ITIL as well as agile and classical project management methods

Kann-Anforderungen

• Experience with tools like Jira Service Management

• Experience in transformation projects or strategic service optimization initiatives

• SAFe knowledge or corresponding certification

• Relevant project experience in the environment of comparable digital service providers or their end customers

Weitere Informationen

The place of employment is Würzburg with a desired on-site share of 60 %.

Let’s power the future together
From business case to implementation: As a leading consulting firm for strategic transformations, we are a trustworthy partner for our customers - and for our employees. Responsible, high-performance and always with the human focus. #WeAreWavestone
With our 360° portfolio of consulting services, we combine excellent industry expertise with a broad spectrum of cross-industry competencies, work interdisciplinary and think beyond the horizon. Our partner companies and freelancers: Freelancers can offer us comprehensive perspectives within our own projects and support as long-term framework partners in filling project vacancies - quickly and directly.

We look forward to your contact!

Your direct point of contact at Wavestone
Emira Bucan
Telephone: -
E-Mail: Find Jobs in Germany on Arbeitnow