ITSM Process Manager

We are looking for an ITSM Process Manager (m/f/d) to start as soon as possible anywhere in Germany, Netherlands or Romania.

Ref. no.: JR

About The Role

As an ITSM Process Manager , you manage the execution and the continuous improvement of one or more IT Service Management (ITSM) processes. You ensure processes are effective, adhered to, and aligned with governance frameworks and organizational standards.

You are the operational point of contact and subject matter expert for the IT organization; you bring structure into fast-moving and changing situations, connect teams, and turn insights into real improvements for ITSM process maturity, performance, and collaboration.

Your mission

• Ensure effective end‑to‑end execution of the ITSM processes
• Monitor performance, ensure compliance and adherence, and drive continuous improvement
• Facilitate ITSM operational and governance meetings (e.g Major Incident SWAT calls, CAB-meeting, RCA and Problem Review meetings)
• Act as a central contact for operational process topics bringing people together.
• Bring clarity, structure, and ownership to challenging situations in IT Operations.

Key Responsibilities

• Define, maintain, and improve ITSM process documentation, workflows, and KPIs
• Identify and implement process optimization and automation opportunities
• Prepare, coordinate and facilitate ITSM meetings (e.g. CAB, Problem Reviews, Major Incident Reviews) ensuring actions lead to results
• Monitor KPIs, quality, and compliance; manage escalations
• Provide clear reporting and insights into management
• Train and guide business and IT stakeholders to strengthen process adoption and collaboration.

Your profile

Required

• Bachelor’s degree in IT or a related field
• 5+ years of experience in IT Service Management or process management
• Strong knowledge of ITSM processes and tools
• Excellent analytical, communication, and stakeholder management skills
• Very good English skills

Nice to have

• ITIL Foundation certification
• German language skills

What Success Looks Like

• ITSM KPIs improve measurably and process maturity increases over time
• Reporting is transparent, reliable and enables better operational decisions.
• Governance and operational meetings are efficient, well-prepared, and result in actions items that can be followed up with results.

You Fit To The Role If

• You enjoy operational work and bringing order to complexity
• Keep calm during challenging situations and lead others with confidence
• You challenge the status quo and proactively push improvements
• Comfortable taking ownership – even without formal hierarchy

Why Join Us?

• Your development matters: Individual training and development opportunities help you actively shape and advance your career
• Variety in your work: No two days are the same – you will contribute to diverse and exciting projects
• A strong team spirit: You’ll be welcomed by a motivated and supportive team that makes it easy for you to get started
• Work-life balance: You can look forward to flexible working hours and workplace design, as well as the option of working from home. We offer you 30 days of annual vacation for relaxation (+ hybrid work- depending on position)

About CWS Business Services

We, as the Business Service organization, support the four CWS Business Areas Hygiene, Workwear, Cleanrooms and Fire Safety with comprehensive services in the fields of Human Resources, IT, Finance, Legal & Compliance, Procurement and Digitalization.

We are proud of our culture in which we can all give our best and bring our own personality to the table. Our success is based on the diversity and commitment of our employees. That's why we foster an inspiring work environment characterized by respect, openness and collaboration.

Our company is shaped by different personalities. And yet we have something in common: the courage to embrace change, the joy of helping to shape and improve processes for our customers, and the will to roll up our sleeves and get to work.