ITSM - Subject Matter Expert (Lead/Principal level)

at  Devoteam

• Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity.
  By combining creativity, technology and data insights, we empower our clients to transform their business and unlock the future.
  With more than 25 years of experience and 10.000 employees across Europe and the Middle East, Devoteam promotes responsible technology for people and works to create better change.
  Devoteam has been a ServiceNow Elite Partner since 2019 and was named Global IT Workflow Partner of the Year in 2021 and EMEA Elite Partner of the Year in 2023. In 2024, it was also named the EMEA Consulting and Implementation Partner of the Year
  We are looking for talented individuals who can demonstrate enthusiasm, passion, technical ability, and strong problem solving skills – and who want to work in an international and team based environment.

As an ITSM - Subject Matter Expert (ITSM SME ) you will be working on projects to support our practices in the following areas:

• IT Service Excellence: You will implement and optimize state of the art processes and solutions to help our clients manage their IT efficiently and in a business-centric way. This includes: IT Service Management tools design and implementation (service desks, monitoring, automation tools and other)
• Process design and implementation (release, incident, problem management and other)
• Pre-sales activities support: writing proposals, organizing demos,…
• IT Transformation: You will advise clients on IT and business challenges. You will take part in client engagements on:
• Change management
• Project and Programme management
• IT governance
• Learning and internal involvement: Also essential part of your work will be your activity inside Devoteam to help us grow (Contribute to the recruiting process, Marketing activities, Knowledge Sharing)
• Sales activities and account management: Cooperation with Account manager for the Customer. Taking part in presales activities and contribution in creating and maintaining pre-sale materials. Leading the pre-sale activities and maintaining standard offers (incl. slide decks, references, etc.). Strengthen vendor partnerships. Staying up-to-date with new products/services and keeping an eye on new business trends in the domain.

• University degree in IT related studies or equivalent
• Proven business experience and expertise in IT related technologies
• Min. 5 years of experience in ITSM
• Ability to drive C-level client workshops (English, Czech)
• Experience in pre-sale activities
• Experience with leading complex projects in an international environment
• Ability to drive offer development
• Experience with leading teams and projects
• Good general consulting and soft skills - structured thinking, effective report writing and presentations, strong analytical skills, advanced communication and presentation skills, positive attitude
• Advanced Czech and English (both spoken and written form), German is a plus