Senior ITSM Consultant — Drive ITIL Process Optimization

Sii Poland; Białystok; On-site; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Great Place to Work

Solid financial situation

Centre of internal trainings

Many experts you can learn from

Profit sharing

Regular integration events and trips

Comfortable and well-equipped offices

Job summary

Sii Poland is seeking an experienced ITSM Consultant to optimize ITIL processes across Incident, Problem, Change, and Service Request Management. You will collaborate with operations, service owners, and management to implement best practices in live environments and drive measurable improvements.

Key requirements include 5+ years in ITSM, deep ITIL knowledge, and fluent German and English. Poland residency is required.

Qualifications

• Minimum 5 years of professional ITSM experience, preferably in regulated industries.
• Strong knowledge of ITIL processes and practical application.
• Experience in IT process management, continuous improvement, and optimization.
• Degree in Information Technology or equivalent experience.
• Excellent communication across stakeholder levels, including senior management.

Responsibilities

• Provide consulting and continuous improvement of ITSM processes (Incident, Problem, Change, Service Request, Change Enablement).
• Identify process weaknesses and develop sustainable improvements with relevant departments.
• Serve as interface between operations, service owners, and management.
• Support introduction and operation of ITIL best practices in live environments.
• Establish and maintain SLA and KPI reporting for governance and optimization.
• Design and deliver workshops, training, and enablement initiatives for support and processes.

Skills

ITSM

ITIL framework

Stakeholder management

Communication skills

Facilitation

German language

English language

Education

Degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

Job description

Sii Poland is seeking an experienced ITSM Consultant to optimize ITIL processes across Incident, Problem, Change, and Service Request Management. You will collaborate with operations, service owners, and management to implement best practices in live environments and drive measurable improvements.

Key requirements include 5+ years in ITSM, deep ITIL knowledge, and fluent German and English. Poland residency is required.