Senior ITSM Consultant with German (f/m/x)

Sii Poland; Białystok; On-site; PLN 150,000 - 230,000; Full time

Benefits offered by this job

Great Place to Work

Solid financial situation

Contracts with the biggest brands

Centre of internal trainings

Many experts you can learn from

Open and accessible management team

Profit sharing

Passion Sponsorship program

Regular integration events and trips

Comfortable and well-equipped offices

MySii app

Medical care

Job summary

Sii Poland is seeking an experienced ITSM consultant to drive process optimization across core ITIL domains (Incident, Problem, Change, Service Request, and Change Enablement). You will analyze current workflows, identify weaknesses, and implement practical improvements.

You will act as the interface between operations, service owners, and management, support ITIL best-practice adoption in live environments, and help establish SLA/KPI reporting to enable governance and continuous optimization

Qualifications

• Minimum 5 years of proven professional experience in IT Service Management (ITSM).
• In-depth understanding of ITIL framework and practical application of its process landscape.
• Experience in IT process management, continuous improvement, and optimization initiatives.
• Degree in Information Technology or related field or equivalent experience.
• Strong communication and facilitation skills across stakeholder levels, including senior management.
• Business-fluent German (C-level) and fluent English (written and spoken).
• Structured, self-driven, and solution-oriented working style.
• Team-oriented with high customer focus.
• Ability to quickly understand complex systems and business environments.
• Residing in Poland required.

Responsibilities

• Provide consulting, analysis, and continuous improvement of ITSM processes across core ITIL areas.
• Identify process weaknesses and develop sustainable improvements with relevant departments.
• Act as interface between operations, service owners, and management stakeholders.
• Support introduction and operationalization of ITIL best practices in live environments.
• Establish and maintain SLA and KPI reporting for governance and optimization.
• Design and deliver workshops, training sessions, and enablement initiatives for support and process.

Skills

ITIL

Stakeholder management

Facilitation

Analytical thinking

German C-level

English fluency

Communication skills

Team orientation

Customer focus

Quick understanding

Education

Degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

HP Service Manager

Job description

ServiceNow Competency Center provides services to customers from various industries in Europe and the United States. We specialize in improving customer platforms, optimizing and digitizing process flows, and expanding platform usage within the customer organization. Our experience spans among ITSM / ITOM / ITAM / HRSD / SecOps / SPM / CSM modules. We support a leading financial services client with consulting and operational expertise across key ITIL processes, aiming to further develop and stabilize a high-performing IT service organization. Our focus is on clearly defined processes, measurable KPIs, and consistently high service quality. We are looking for experienced ITSM consultants who combine strong theoretical knowledge and a pragmatic, hands-on approach to process optimization and implementation.

Your tasks

• Provide consulting, analysis, and continuous improvement of customer-specific ITSM processes, particularly across core ITIL processes (Incident Management, Problem Management, Change Management, Service Request Management, Change Enablement)
• Identify process weaknesses and develop sustainable improvement measures in close collaboration with relevant departments
• Act as the interface between operations, service owners, and management stakeholders
• Support the introduction and operationalization of ITIL best practices within live operational environments
• Establish and maintain SLA and KPI reporting to enable effective governance and continuous optimization of service processes
• Implement quality assurance measures and support audits as well as regulatory requirements within the financial services sector
• Design and deliver workshops, training sessions, and enablement initiatives for support and process

Requirements

• Minimum 5 years of proven professional experience in IT Service Management (ITSM), preferably within regulated industries such as financial services, insurance, or banking
• In-depth understanding of the ITIL framework and the practical application of its process landscape
• Demonstrated experience in IT process management, including continuous improvement and optimization initiatives
• Completed degree in Information Technology or a related field, or an equivalent combination of education and relevant professional experience
• Strong communication and facilitation skills, with the ability to engage effectively across different stakeholder levels, including senior management
• Business-fluent German language skills (C-level proficiency) and fluent English language skills, both written and spoken
• Structured, self-driven, and solution-oriented working style
• Strong team orientation combined with a high level of customer focus
• Ability to quickly understand complex system landscapes and business environments
• Residing in Poland required

Nice to have

• Knowledge of common ITSM tools (e.g., ServiceNow, Jira Service Management, HP Service Manager, or similar)
• Basic technical understanding of IT infrastructures (client/server, network, virtualisation, cloud services)
• ITIL certification (at least Foundation, ideally Managing Professional/Practice Manager)
• Project management certification (IPMA, PRINCE2, or similar)

Job no. JOB-RRD4R

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Benefits For You

• Great Place to Work
• Solid financial situation
• Contracts with the biggest brands
• Centre of internal trainings
• Many experts you can learn from
• Open and accessible management team
• Profit sharing
• Passion Sponsorship program
• Regular integration events and trips
• Comfortable and well-equipped offices
• MySii app
• Medical care