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Job Description
Service Manager – ITSM
METRO AG
• Developing, enhancing, and introducing ITSM processes such as Incident Management, Problem Management, and Service Request Fulfilment; • Providing consulting and support for colleagues on IM/PM/SR processes, including embedding them into technical solutions; • Conducting independent training on ITSM tools (including reporting) and processes, and creating training materials for: Internal employees across all Metro companies External employees Providers • Delivering onboarding for new employees in IM, SR, and PM processes; • Actively moderating and taking joint responsibility for the ITSM community; • Recording new ideas, managing them through requirements processes, and implementing them in collaboration with stakeholders; • Ensuring compliance with ISAE 3402 audits (Incident Management); • Taking technical responsibility for ITSM reporting and supporting the development of meaningful KPIs and data insights that guide continuous improvement; • Contributing to the exploration and application of AI-supported features to improve process efficiency and incident/problem predictability in the future; • Analyzing data and creating reports with the new ITSM tool.
Job Requirements
- Profound knowledge of ITSM processes (Incident, Problem, Service Request Management) and related reporting;
- Experience in developing, maintaining, and improving ITSM processes, ideally within a global organization;
- Strong ability to independently learn and work with ITSM tools, including creating and delivering training materials;
- Knowledge of SQL as a prerequisite for data analysis and reporting;
- Ability to consult colleagues on process design as well as provide technical support for embedding processes in tools;
- Experience with ISAE 3402 audits related to Incident Management;
- Interest in shaping the future of ITSM through KPI-driven approaches, data interpretation, and emerging AI capabilities;
- Strong communication and presentation skills in English (written and verbal);
- Collaborative mindset with enthusiasm for building communities and driving continuous process improvements.
Benefits
- Employees can work remotely
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