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About the Role

This role focuses on optimizing IT Service Management (ITSM) by analyzing existing structures, designing and improving processes, and supporting clients in developing modern IT organizations. You will lead and contribute to consulting and optimization projects, develop strategic concepts, and act as a liaison between business and IT.

Responsibilities

• Analyze the existing IT Service Management organization and interfaces to business units, developing target states for further development.
• Evaluate and optimize ITSM processes, value streams, and organizational workflows, including associated roles and responsibilities.
• Support clients in designing modern, flexible, and high-performing IT organizational structures and establishing suitable frameworks for their implementation.
• Plan and manage consulting and optimization projects in IT Service Management, actively participating in their execution.
• Develop concepts, specifications, guidelines, and decision papers for the realignment of IT Service organizations.
• Work at the interface between business and IT, guiding clients through changes in their processes, roles, and organizational structures.

Requirements

• Several years of consulting and project experience in IT Service Management, digital transformation, and IT organization optimization.
• Completed university degree in business, computer science, or equivalent qualification.
• In-depth experience with frameworks (e.g., ITIL) and project management methodologies.
• Knowledge of essential Service Management tools (ServiceNow, Jira Service Management, Ivanti, etc.).
• At least one ITIL Foundation certification.
• Additional certifications such as PRINCE2 or Scrum are a plus.
• Experience in analyzing and optimizing ITSM processes, role models, and organizational workflows.
• Strong analytical and conceptual skills, structured working methods, and clear communication with diverse stakeholders.
• Proficient use of AI tools in your field, critical evaluation of results, and supporting clients and the company in leveraging AI potential.
• Very good German and good English language skills.

Skills

• IT Service Management
• Digital Transformation
• IT Organization Optimization
• Process Design
• Organizational Development
• Project Management
• Concept Development
• Stakeholder Management
• AI Tools
• ITIL
• PRINCE2
• Scrum
• ServiceNow
• Jira Service Management
• Ivanti

Experience Level

• Several years of consulting and project experience

Education Level

• Completed university degree in business, computer science, or equivalent qualification
• ITIL Foundation certification
• PRINCE2 or Scrum certifications