Strategic Enterprise Service Management Leader

Körber; Porto; On-site; EUR 90,000 - 120,000; Full time

Job summary

Körber is seeking a Senior Enterprise Service Management Lead to define, govern, and continuously improve the Enterprise Service Management framework across the organization. You will drive operational excellence, governance, and automation while aligning with corporate strategy and stakeholder expectations.

This role champions ESM across IT and business functions, develops multi-year roadmaps, and serves as a trusted advisor to senior leadership on service performance and transformation

Qualifications

• Bachelor's degree or higher in IT/Engineering/Business or related field.
• 8+ years of IT Service Management or Enterprise Service Management experience.
• Strong knowledge of ITIL 4 and ESM best practices.
• Experience with ServiceNow or similar ESM platforms.
• Proven ability to define KPIs, XLAs, dashboards, governance frameworks, and performance reporting.
• Excellent communication, stakeholder management, and influencing skills.

Responsibilities

• Own and continuously evolve the Enterprise Service Management framework across the organization.
• Define and maintain ESM strategies, policies, standards, governance models, and operating procedures.
• Align service management capabilities with organizational objectives and digital transformation initiatives.
• Drive adoption of service management disciplines beyond IT into corporate and business functions.
• Develop multi-year ESM roadmaps focused on governance, maturity, automation, and business value realization.
• Act as the enterprise authority for service management best practices and operating models.

Skills

IT Service Management

Enterprise Service Management

ITIL 4

ServiceNow

KPIs

Stakeholder management

Leadership

Education

Bachelor's degree in IT/Engineering/Business

Tools

ServiceNow

CMDB

Dashboarding

Job description

Körber is seeking a Senior Enterprise Service Management Lead to define, govern, and continuously improve the Enterprise Service Management framework across the organization. You will drive operational excellence, governance, and automation while aligning with corporate strategy and stakeholder expectations.

This role champions ESM across IT and business functions, develops multi-year roadmaps, and serves as a trusted advisor to senior leadership on service performance and transformation