IT Consultant - IT Service Management (all genders)

Job Details

• Contract Type: Unlimited / Full-Time
• Country / City: Germany / Hamburg
• Company: Beiersdorf Shared Services GmbH
• Job Function: IT

Your Tasks

In this role, you will take on a central responsibility for the strategic development of our IT Service Management and the functional product ownership of our ServiceNow platform. You think end-to-end, establish clear governance, and ensure that IT services are delivered reliably, efficiently and measurably.

• ITSM Process Design & Governance:
  Ownership of the definition, implementation and continuous development of core ITSM processes in line with ITIL 4, in particular Incident, Problem and Change Management, Request Fulfilment, Service Catalog and Knowledge Management.
• ITSM Product Ownership:
  Functional ownership of the ITSM platform, including requirement prioritization, roadmap management and close alignment with development teams and partners.
• Stakeholder & Requirements Management:
  Facilitation of workshops, gathering and structuring business and IT requirements, and communication on equal footing with business units, IT management and international partners.
• Service Portfolio, Service Tree & CMDB:
  Design and further development of a robust service portfolio, including clear service and CI structures as well as transparent ownership models for Service Owners and Service Managers.
• KPIs, SLAs & Reporting:
  Definition of relevant SLAs, OLAs and process KPIs, and delivery of meaningful reports to enable data-driven steering and continuous improvement.
• Continual Service Improvement & Compliance:
  Measurement of process maturity, execution of reviews and audits, and ensuring compliance with regulatory and internal requirements.
• Enablement & Change:
  Development of training concepts, documentation and sustainable enablement of involved teams.
• Technical Co‑Creation:
  Close collaboration with ServiceNow development teams; hands‑on technical implementation is welcome but not mandatory.

Your Profile

• Bachelor’s or Master’s degree in Information Systems, Business Informatics or specialized IT vocational training with several years of professional experience
• Several years of professional experience in IT Service Management with clear process or product responsibility
• Strong knowledge of core ITSM processes in accordance with ITIL 4, as well as service portfolio, service tree and CMDB concepts
• Solid experience with ServiceNow from a process, product or architecture perspective
• Strong stakeholder management skills and experience in facilitating workshops and decision‑making forums
• Experience with agile ways of working (e.g. Scrum)
• Sound understanding of governance, compliance and quality requirements (e.g. ITIL, ISO 20000 / 27001, data protection)
• Very good German and English skills, written and spoken

Additional information

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