Manager - IT Service Management

Arcus Search; Deutschland; Remote; EUR 90.000 - 110.000; Vollzeit

Zusammenfassung

A leading recruitment firm seeks a Manager - IT Service Management to oversee ITIL-based service management processes, ensuring alignment with cloud operations. Ideal candidates will have 7-10 years in IT service management and proven experience in implementing ITIL frameworks. Strong skills in stakeholder management, communication, and problem-solving are essential. This role is primarily remote with occasional travel to Cologne for client collaboration.

Qualifikationen

• 7-10 years of experience in IT service management, min. 3-5 years in a Service Level manager role.
• Hands-on experience with ITSM tools and cloud platforms.
• Strong analytical and problem-solving abilities focused on continuous improvement.

Aufgaben

• Govern governance, implementation, and improvement of ITIL-based service management processes.
• Manage ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance.
• Work closely with cloud operations and automation teams.

Kenntnisse

IT service management

ITIL process implementation

Cloud technologies

Stakeholder management

Problem-solving

Ausbildung

Bachelor or Master’s degree in IT or related field

ITIL v4 Foundation certification

Tools

ITSM tools

Cloud platforms

Jobbeschreibung

Role: Manager - IT Service Management

Sector: Financial Services / Insurance

Location: Remote (occasional travel to Cologne at client expense)

Salary: €90,000 - €110,000 + bonus & benefits

Overview

The Manager - IT Service Management (ITSM) is responsible for the governance, implementation, and continuous improvement of ITIL‑based service management processes, including Incident, Problem, Change, and Service Level Management. This role includes managing ITSM tools, vendor coordination, SLA monitoring, reporting, and process compliance. The Service manager will work closely with cloud operations and automation teams to ensure alignment with cloud‑native environments and CI/CD pipelines, while supporting control compliance.

Required Skills and Qualifications:

Experience:

• 7-10 years of experience in IT service management, with min. 3-5 years in a Service Level manager role.
• Strong experience in pragmatic ITIL process implementation in cloud and on‑premises environments.
• Experience in leading ITSM capability development in a multi‑business‑unit environment (e.g., post‑merger integration).
• Hands‑on experience with ITSM tools and cloud platforms.

Key Competencies:

• In‑depth knowledge of ITIL frameworks and service management best practices.
• Strong understanding of cloud technologies, CI/CD pipelines, and IT process automation.
• Leadership and team‑building skills with a focus on driving change in complex environments.
• Excellent stakeholder management, negotiation, and communication skills.
• Strong analytical and problem‑solving abilities with a focus on continuous improvement.
• Willingness and ability to travel to for collaboration.

Education:

• Bachelor or Master’s degree for thinking and performance level
• Extensive professional equivalent work experience in Information Technology, Computer Science, or a related field.
• ITIL v4 Foundation certification (mandatory); ITIL Intermediate or Expert certification preferred.
• Certifications in cloud platforms (primarily Azure) and Workplace technologies (e.g., Microsoft 365, Azure virtual desktops) are a plus.
• Compliance‑related certifications (e.g., ISO27001, COBIT) are desirable.

Key Performance Indicators (KPIs) – in order of priority

• Embedded required IT controls in tooling and processes
• Successful implementation of a 1st line Service desk capability
• Provide SLA reporting and compliance rate for incidents, problems, and changes
• ITSM capability maturity improvement in the merged organization (e.g., audit scores).
• Vendor performance against SLAs and contractual obligations.
• Stakeholder satisfaction scores for IT service delivery.