Senior ITSM & ITIL Process Optimization Consultant

Sii Poland; Kraków; On-site; PLN 120,000 - 190,000; 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 optimize and implement ITIL-driven processes for financial services clients. You will analyze current ITSM practices, lead improvements, and ensure alignment with business goals across Incident, Problem, Change, and Service Request Management.

Fluent German and English, 5+ years of ITSM experience, and strong facilitation skills are essential. Kraków-based role with governance focus and cross-functional collaboration.

Qualifications

• Minimum 5 years of proven professional experience in IT Service Management (ITSM)
• Understanding of ITIL framework and practical application across process landscape
• Experience in IT process management, continuous improvement and optimization
• Degree in Information Technology or related field or equivalent experience
• Strong communication and facilitation skills for senior stakeholders
• Fluent German (C-level) and English (written & spoken)
• Structured, self-driven, 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
• Implement QA measures and support audits and regulatory requirements in financial services
• Design and deliver workshops, training sessions, and enablement initiatives

Skills

ITSM

ITIL framework

Process optimization

Stakeholder management

German (C-level)

English (fluent)

Education

Information Technology degree

Tools

ServiceNow

Jira Service Management

HP Service Manager

Job description

Sii Poland is seeking an experienced ITSM Consultant to optimize and implement ITIL-driven processes for financial services clients. You will analyze current ITSM practices, lead improvements, and ensure alignment with business goals across Incident, Problem, Change, and Service Request Management.

Fluent German and English, 5+ years of ITSM experience, and strong facilitation skills are essential. Kraków-based role with governance focus and cross-functional collaboration.