About the job

A leading international technology organisation is modernising its IT service-management landscape and is seeking a Senior IT Service & Process Manager to help shape the transformation from the outset.

This is a process-led transformation role—not a pure platform administration position. You will influence the future ITSM strategy, target architecture, operating model and implementation roadmap while helping evaluate ServiceNow alongside the existing Atlassian environment.Your responsibilities

• Define and deliver the ITSM transformation roadmap.
• Analyse and improve processes across incident, problem, change, request, configuration and asset management.
• Help evaluate and select the future ITSM platform.
• Shape the target architecture, governance model and platform standards.
• Take ownership of the platform roadmap and backlog.
• Coordinate implementation partners, suppliers and internal stakeholders.
• Contribute hands-on to solution design, configuration, testing and implementation.
• Support the rollout of scalable IT services across an international group.

• Your backgroundSenior experience in IT service management, IT operations or IT process management.
• Strong knowledge of ITIL-aligned processes.
• Experience supporting an ITSM platform implementation, migration or major transformation.
• Good understanding of platform architecture, integrations, CMDB and data governance.
• Experience managing implementation partners and complex stakeholders.
• ServiceNow and/or Jira Service Management experience.
• Ability to work across strategy, architecture and practical delivery.
• Fluent German and English communication skills.
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