IT Service Manager | IT Service Manager (m/w/d)

Job Summary

This critical role seeks an experienced IT Service Manager to take responsibility for organizing and steering central operating processes within IT Delivery in Leverkusen. You will collaborate with a team of four IT Service Managers, focusing on the continuous development and improvement of existing ITSM procedures, including Incident, Problem, and Request Management, to enhance transparency and efficiency across IT services. Key responsibilities include the operative coordination and supervision of the external IT Service Desk provider, monitoring and evaluating performance indicators (KPIs) and Service Levels (SLAs), and active participation in Major Incident Management. Furthermore, you will be responsible for the configuration and expansion of the ITSM platform, ServiceNow. Candidates must possess a completed degree or vocational training in Computer Science, or equivalent professional experience in Service Management and process optimization, alongside fluent German and English skills and expertise in ITIL 4.0. The position offers a permanent contract, reliable compensation, and attractive benefits, including supplementary private health insurance.