Tasks

• Responsibility for the design, documentation and continuous development of IT service processes, work instructions and operating standards
• Central contact person and coordinating interface between specialist departments, customers, internal IT teams and external service providers
• Building and maintaining trusting stakeholder relationships , as well as actively understanding business requirements and customer expectations.
• Ensuring high service quality through transparent management, continuous improvements, and a customer-oriented service landscape.
• Proactive management of service performance, risks, priorities, and escalations to ensure stable and efficient IT operations.
• Analysis of service metrics, trends and recurring disruptions using ITSM tools, as well as derivation and implementation of sustainable optimization measures.
• Driving forward strategic service initiatives in the areas of standardization, knowledge management, user experience and continuous improvement of service maturity.
• Responsibility for cross-departmental service coordination in the areas of service desk, workplace and end-device management, printing and network services, SAP service interfaces , and supplier and multi-customer service management.

Requirements

• Several years of professional experience in IT Service Management, Service Delivery, IT Operations or a comparable environment
• Good knowledge of IT service processes (ITSM) and experience with ticketing and service management tools.
• Excellent communication skills and a confident demeanor when dealing with diverse stakeholders.
• Independent, structured and responsible work style with high quality standards
• Ability to set priorities, solve challenges pragmatically, and maintain an overview even in demanding situations.
• A strong understanding of customer needs and business requirements in an international environment.
• Fluent English skills; knowledge of French is desirable.