IT Service Management (ITSM) Consultant – German Speaking

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