ITSM Administrator (m/f/d)

at  DP World Company

We are looking for the ITSM Administrator (m/f/d) to join our team. In this role, you will ensure the optimal delivery and management of our IT services. This position is crucial for maintaining the integrity and efficiency of our IT operations, directly impacting the effectiveness of technical support, service delivery, and overall IT service management processes. The ITSM Administrator will be responsible for addressing and resolving IT incidents, facilitating seamless change management, and contributing to the continuous improvement of our ITSM practices. This role can be based in Duisburg, Germany.

Tasks

• Monitor and promptly resolve incidents and service requests to minimize disruptions and maintain high service levels
• Coordinate and execute changes in IT systems, ensuring compliance with organizational policies and best practices
• Analyze trends in incidents and problems to proactively prevent future issues and enhance service reliability
• Continuously improve IT service management processes to optimize efficiency and effectiveness
• Act as a primary liaison between IT teams, business units, and stakeholders to ensure clear communication and alignment of IT services with organizational objectives
• Provide user support, create knowledge base articles, and conduct training sessions to promote effective utilization of IT services
• Ensure adherence to ITIL and organizational standards, and produce comprehensive reports on service performance and activities to support informed decision-making

Requirements

• A strong understanding of ITIL processes and experience implementing them systematically
• ITIL Certifications at Foundation and Practitioner levels would be advantageous
• Several years of demonstrable experience developing, maintaining, and supporting an ITSM solution
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and tactfully to diverse audiences
• Strong collaborative mindset, able to work independently while also contributing effectively within dynamic, multicultural teams
• Flexibility to travel between 30 - 50% of the time globally to perform audits on site
• Fluency in German and English required; proficiency in Dutch and French preferred

Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.
We’re rapidly transforming and integrating our businesses – Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.
What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

• Monitor and promptly resolve incidents and service requests to minimize disruptions and maintain high service levels
• Coordinate and execute changes in IT systems, ensuring compliance with organizational policies and best practices
• Analyze trends in incidents and problems to proactively prevent future issues and enhance service reliability
• Continuously improve IT service management processes to optimize efficiency and effectiveness
• Act as a primary liaison between IT teams, business units, and stakeholders to ensure clear communication and alignment of IT services with organizational objectives
• Provide user support, create knowledge base articles, and conduct training sessions to promote effective utilization of IT services
• Ensure adherence to ITIL and organizational standards, and produce comprehensive reports on service performance and activities to support informed decision-makin