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

Sii Poland; Wrocław; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Great Place to Work

Profit sharing

Medical care

Centre of internal trainings

Regular integration events

Open management team

Job summary

Sii Poland is seeking an experienced ITSM consultant in Wrocław to optimize and implement ITIL processes across Incident, Problem, Change, Service Request, and Change Enablement for clients in regulated environments.

You will collaborate with operations, service owners and management, maintain SLA/KPI reporting, support audits, and run workshops and enablement sessions. Fluent German and English, 5+ years ITSM experience, degree in IT, and Poland residency required.

Qualifications

• Minimum 5 years of ITSM experience in regulated industries.
• Strong ITIL knowledge and practical process improvement experience.
• Excellent communication and facilitation skills with senior stakeholders.
• Degree in Information Technology or equivalent experience.

Responsibilities

• Consult, analyze, and continuously improve ITSM processes across core ITIL areas.
• Identify weaknesses and drive sustainable improvement with cross-functional teams.
• Interface between operations, service owners, and management stakeholders.
• Support ITIL best practices in live environments and governance reporting.
• Design and deliver workshops and enablement sessions for support teams.

Skills

ITSM

ITIL

Stakeholder management

Facilitation

English (Fluent)

German (C-level)

Self-driven

Team oriented

Analytical thinking

Education

Degree in Information Technology

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