Overview

We are currently supporting a client in the German private sector in the search for an experienced IT Service Management (ITSM) Consultant . The role focuses on the analysis, optimization, and further development of ITSM processes within a structured and regulated environment.

Key Responsibilities

Consulting, analyzing, and further developing customer-specific ITSM processes , particularly common ITIL processes such as:
Incident Management
Problem Management
Change Management
Service Request Management
Change Enablement
Identifying process weaknesses and developing sustainable improvement measures in collaboration with business departments
Acting as an interface between operations, service owners, and management stakeholders
Supporting the implementation and operationalization of ITIL best practices in ongoing operations
Establishing and maintaining SLA/KPI reporting to ensure governance and continuous optimization of service processes
Conducting quality assurance activities and supporting audits and regulatory requirements within the financial sector
Designing and delivering workshops, training sessions, and enablement activities for support and process teams

Professional Requirements

Experience in IT Service Management (ITSM)
Strong understanding of the ITIL process landscape and its interdependencies
Practical experience in IT process management and continuous improvement
Knowledge of common ITSM tools such as:
ServiceNow
Jira Service Management
HP Service Manager
or similar platforms
Basic technical understanding of IT infrastructures , including:
client/server environments
networks
virtualization
cloud services

Language Requirements

German language skills at minimum B2 level (ideally C1)
English may also be considered depending on the candidate profile

Qualifications

Degree in an IT-related field or comparable professional experience
ITIL certification (minimum Foundation level; Managing Professional or Practice Manager is desirable)
Project management certification (e.g., IPMA, PRINCE2, or similar) is considered an advantage

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Phoenix Developments

Jobs:

IT Service Management (ITSM) Consultant – German Speaking

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