YOUR ROLE & RESPONSIBILITIES

• Own and lead the development, implementation, and enhancements of complex ITSM  and ITOM processes focused on the Service Transition and Operation area.

• Ensure that IT Service Management (ITSM) processes and practices are effectively and compliantly implemented throughout our global IT organization. Along with this, you advise the operational leaders who apply the global processes in their product context.

• You demonstrate broad experience in setting up meaningful operational-level ITSM metrics and establishing key user circles that can collaborate and drive continuous improvements

• You also continuously improve processes by assessing the technical capabilities of the ITSM platform and capturing both customer feedback and requirements.

• On a practical level, you drive the adoption of change, request, problem, knowledge & incident management across the organization as well as setting and improving the operating model for these (Change managers, CAB, Incident managers, problem management), etc. You work alone or with other process managers.

• You understand configuration management and what it takes to have a healthy CMDB and lifecycle around it. You work with the configuration manager to ensure the process is seamlessly implemented across all service states.

• At a strategic level, you set up/support the set-up of key leadership KPIs focusing on the IT organizational health and productivity and act as a change agent for positive improvements. You are the key member of the global IT governance team.

• You have experience in setting up meaningful operating models to support ITSM processes in operations and you build the roadmap to follow to get to the mature level of ITIL adoption

• Make a contribution to relevant internal and external audits from your role in the context of ITSM

• You understand the DevOps and cloud automation evolution and can plug these into the IT Service management process seamlessly without obstructing the IT delivery and independence of the teams

• You are an expert in the ITSM field (preferably you have an advanced ITIL certification), or have broad experience in Lean (incl. advanced Six-Sigma certification). You have deep experience with ServiceNow.

• Your in-depth knowledge and experience in defining and controlling SLAs, KPIs, and contract-relevant service management topics will also benefit you in this role

• You bring very good communication skills (in English, German is a plus but not needed). This helps you to build and maintain trusting relationships with colleagues and stakeholders worldwide. 

YOUR PROFILE

• Minimum of 10 years of experience as an IT manager or IT Process Manager for the enterprise organization

• Minimum of 5 years of experience with the ServiceNow Platform and specifically the ITSM and ITOM module

• Proven expertise in delivering IT or ITSM programme on time and with high quality.

• “Pragmatical mindset focused on getting things done and the outcomes and results.

• Experience in managing people both directly and indirectly through influence

• Exceptional communication skills across all levels of the organization

• Experience implementing ITSM & ITOM process in enterprise environments

• Strong analytical and problem-solving abilities to understand and address organization pain points at given maturity level effectively. Proactive in seeking feedback and finding innovative solutions.
  - Self-motivated and enthusiastic about staying updated with the latest industry trends, technologies, and best practices related to ITSM experience.

• ITIL certified

• Strong English language skills

OUR OFFER

• Exciting professional tasks and challenges in a diverse and secure working environment with the world market leader in the chemical distribution industry and DAX listed company
• Arrange your working hours and breaks flexible via your flextime account; Thanks to our company's internal regulation on mobile working, your professional and private life can be combined even better
• Our personalized onboarding program, guarantees that you will be off to a quick start
• A competitive remuneration package awaits you
• Take advantage of our company-sponsored pension scheme
• Our “House of Elements” offers modern and ergonomic workplaces, an award-winning company restaurant, and a selection of complimentary coffee varieties
• Your well-being is very important to us: Take advantage of our preventive health care offers, running groups, and yoga courses, and enjoy 30