Senior Service Process Architect (all genders)

Frequentis; Wien; Vor Ort; EUR 95.000 - 125.000; Vollzeit

Benefits dieser Stelle

Lunch bonus

Work from home option

Public transport ticket (Vienna)

IT equipment provided

Parking space subject to availability

Zusammenfassung

Frequentis Group in Vienna seeks an experienced ITSM professional to advance our process model and ensure governance across global operations. You will drive improvements and align services with ITIL/ISO 20000 standards in a safety-critical environment.

You will lead ITSM tool transformations, define SLAs/KPIs, and collaborate with stakeholders to deliver compliant, reliable services. English fluency is required; German is advantageous.

Qualifikationen

• Several years of ITSM experience and process/quality management.
• Strong knowledge of process architecture and governance models.
• ITIL expertise, certs beyond Foundation preferred; ISO 20000 a plus.
• Proven ITSM tool implementation and migration experience.
• Excellent stakeholder, communication, and change management skills.
• Fluent in English; German language skills are an advantage.

Aufgaben

• Advance the process model using ITIL and other frameworks.
• Ensure service governance compliance and support audits.
• Define and implement SLAs, SLOs, KPIs, and OKRs.
• Create and present process performance reports.
• Analyze maturity and derive improvements.
• Lead ITSM tool transformations and migrations.
• Promote process awareness and best practices across the org.

Kenntnisse

IT Service Management

Process architecture

Governance models

Continuous improvement

ITIL

ISO 20000

ITSM tool implementations

Stakeholder management

Change management

English fluency

German language (advantage)

Tools

ITSM tools

Jobbeschreibung

Job Introduction

Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience.

Key Tasks

• Further development of the process model, taking into account ITIL best practices and other established frameworks.
• Ensuring compliance with service governance requirements and ISO 20000 standards, as well as supporting and facilitating internal and external audits.
• Defining and implementing SLAs, SLOs, KPIs, and OKRs to measure service quality and process performance.
• Establishing and continuously enhancing process performance reporting, including presenting results and improvement opportunities to relevant stakeholders.
• Analyzing process maturity, performance, and compliance, and deriving sustainable improvement measures.
• Leading ITSM tool transformations and migrations, including target operating model design, requirements management, and organizational rollout.
• Promoting process awareness, change management, and service management best practices across the organization.

Key Qualifications

• Several years of experience in IT Service Management, as well as process and quality management.
• Strong expertise in process architecture, governance models, and continuous improvement.
• Solid knowledge of ITIL, ideally with certifications beyond Foundation level, as well as hands‑on experience with Service Management Systems; experience with ISO 20000 is considered an asset.
• Proven track record in ITSM tool implementations, transformations, and migration projects.
• Excellent stakeholder management, communication, and change management skills.
• Fluent in English; German language skills are an advantage.

Our Values

Around 2,900 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.

Benefits

Working at Frequentis means making the world a safer place every day, enjoying long-term career opportunities, and benefiting from numerous employee benefits. These include, among others, a working time model based on trust, the option to work from home, a choice of IT equipment, a public transport ticket for Vienna or a parking space subject to availability, our Lunch Bonus in the office, the option to take a sabbatical, a comprehensive onboarding programme, and numerous opportunities for professional and personal development. You can find even MORE benefits on our careers website.

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