Head of Service Management & Support (m/f/d)

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Head of Service Management & Support (m/f/d), Essen

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Yes

Job Reference:

e2d4f8c0f3c6

Job Views:

1

Posted:

25.04.2025

Expiry Date:

09.06.2025

Job Description:

For more than 140 years, DB Schenker has relentlessly pushed the limits of the logistics and supply chain management industry. Global IT&D & D Land & Digital Solutions as part of the Chief Digital Office develops new customer-centric digital products and business models jointly with internal business units. We develop and transfer the global digital strategy into day-to-day business decisions and business development activities. We support the implementation of new digital products and provide expertise and solutions for a unified online marketing strategy and webpages. On a methodological level, we develop and implement a standardized approach for digital transformation projects across all business units.

To further strengthen our Global IT&D Land & Digital Solutions team, we search a highly motivated Head of Service Management & Support (m/f/d) who takes responsibility for performing the department's service management & support activities with focus on lean, stable, secure and cost-efficient IT Service Operations for Land Systems and Digital Solutions.

The Head of Service Management & Support (m/f/d) within the Business Unit "Global IT&D Land & Digital Solutions" provides the overall leadership in the team's organization and provides direction for the actions of the service management and application support. Service Management & Support represents an operative Enterprise Function, which steers the overall service operations management of the underlying portfolio and ensures adherence to all company standards.

Your tasks

• Act as single point of contact (SPOC) for all escalations or coordination requests in case of major incidents, problems or changes.
• Adhere to the overall Schenker IT SOM standards and agreed SLA coverage.
• Organize application specific Service Request Management.
• Be the responsible contact for external suppliers and their service delivery.
• Provide input to the overall reporting regarding operational stability of the respective applications.
• Ensure that the Service Now Service catalogue for the respective services is kept up to date.
• Provide RCA in case of high Priority incidents.

Requirements

Your profile

• Minimum master's degree in business administration, Logistics, Computer Science, or related disciplines.
• Experience in IT & digitalization service management.
• Experience identifying process improvements and coordinating their implementation.
• Practical Knowledge of Agile Methods and experience in establishing Agile Organizations.
• Proven track record in agile product development or general experience in agile methodologies.
• Excellent understanding on project and application life cycle.
• IT Infrastructure Library (ITIL) qualification.
• Understanding of business and IT processes.
• Self-initiative, detailed-oriented with excellent analytical skills.
• Flexible thinker able to operate in a changing environment.
• Team player with very good communication skills.
• Fluent Business English (written and spoken).

Benefits

• Flexible remote work: It is important to us that our employees' working hours leave enough room for family and leisure. Therefore, we offer flexible working hours and remote work by arrangement.
• Networking: National and international networking with colleagues at DB Schenker provides opportunities for professional and personal exchange.
• Stability and security: In a future-oriented Group, we offer our employees many opportunities for a long-term perspective.
• Health and fitness: Employees at DB Schenker benefit from comprehensive occupational health management with programs for health promotion and prevention.
• Work climate: A good working atmosphere is close to our hearts! Only as a team can we achieve the best for our customers, employees and people worldwide.

Our offer

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.