ITSM Manager

This role is combining process management, ITSM specialist and service management responsibilities. You will play a crucial on ensuring end-to-end ITSM governance and implementation as well as, performance and continuous improvement of IT service management across the organization.

• Shape and drive the evolution of our ITSM strategy and framework, ensuring strong alignment with business goals

• Own and continuously enhance global ITSM processes in line with ITIL best practices

• Proactively identify improvement opportunities in IT service delivery and turn innovative ideas into impactful solutions

• Design and develop modern training concepts, create engaging content for our training platform, and deliver training sessions tailored to the needs of our organization

• Drive the development of cutting-edge ITSM reporting: define technical concepts, build and optimize reporting solutions, and act as the key contact for report demand management and implementation—leveraging your data-driven mindset to create real business value

• Academic degree in Information Technology, Computer Science, or related field
• 3 to 5 years of experience in IT Service Management, including ITIL framework and ITSM best practices
• ITIL certification (preferably ITIL 4 Foundation or higher)
• Proficiency in Jira service management or similar ITSM tools is an advantage
• Expertise in incident, problem, and change management processes
• Business fluent English language skills (written and spoken)
• Strong analytical, problem-solving, and communication skills
• Ability to work efficiently in a fast-paced, collaborative environment