IT Service Manager (ITIL/ISO27001)

Job description

We are seeking an IT Service Manager to support our lighthouse project for ISO27001 certification. This position requires expertise in change management, problem management, reporting, and ITSM processes. Strong experience in ITIL processes is essential, particularly in managing changes and improvements aligned with certification requirements. Fluency in both German and English is required.

‍

Requirements:

• Change Management Expertise (ITIL). Strong experience in implementing change management and other ITSM processes; Comfortable with planning, implementing, and monitoring changes, including organizing CAB meetings and approving standard changes;

• Core ITIL Process Understanding. Experience with Incident, Request, Problem, and Configuration Management, ensuring smooth integration across processes;

• Documentation & Process Design. Ability to create clear and comprehensive process documentation and define interfaces between related procedures;

• Reporting & Analytics. Experience in designing, interpreting, and presenting ITSM metrics, ensuring alignment with certification and management needs;

• Problem Management Knowledge. Proven experience in root-cause analysis, continuous improvement, and maintaining overall process quality;

• Effective Communication & Training. Strong communication skills for coordinating changes and delivering training to diverse stakeholders;

• Language Skills. Proficiency in both German and English (both written and spoken).

Nice to have:

• Knowledge of other ITSM processes and certifications is a plus.  

‍

Responsibilities:

IT Service Management Support:

• Support the implementation of change management and other ITSM processes aligned with ISO27001 and TISAX certification;

• Define and document IT service management best practices and ensure adherence across teams.

Change Management Implementation:

• Lead and manage the implementation of the change management procedure;

• Define boundaries with related procedures such as Release and Patch Management;

• Document and manage standard changes, ensuring alignment with certification requirements;

• Execute go-live with training and ensure smooth implementation.

Change Management Operations:

• Review and evaluate all changes, ensuring proper classification and categorization;

• Own and manage the change calendar to prevent conflicts;

• Organize approvals for major changes, including preparing and communicating CAB decisions;

• Ensure complete and accurate information in change records;

• Approve and manage standard changes, maintaining and updating the change management process;

• Prepare reports and KPIs related to change management.

Reporting:

• Align current reporting with certification requirements;

• Develop ITSM reporting and create specialized reports for teams;

• Train management on how to effectively use ITSM reporting;

• Conduct monthly reviews with management on their respective areas and figures.

Problem Management:

• Align problem management procedures with certification requirements;

• Improve process maturity in problem management;

• Manage operational tasks, including quality assurance, process monitoring, training, continuous improvement, and stakeholder management.

‍

What We Offer:

• Opportunities for professional growth and advancement;

• A collaborative and innovative work environment;

• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);

• Flexible work environments, including in-office, remote, or hybrid, based on employee preference and manager approval.

‍