ITSM Consultant

For a client in the financial sector, we provide consulting and operational support for nearly all relevant ITIL processes. The aim is to further develop and stabilise an efficient IT service organisation with clear processes, KPIs and high service quality.

We are looking for consultants who not only have a theoretical knowledge of ITSM, but who can also pragmatically improve and support processes in the client's business.

Tasks / Responsibilities

• Consulting, analysis and further development of customer-specific ITSM processes (especially all common ITIL processes such as incident management, problem management, change management, service request management, change enablement)

• Identifying process weaknesses and developing sustainable improvement measures together with the specialist departments

• Interface function between operations, service owners and management stakeholders

• Supporting the introduction and operationalisation of ITIL best practices in ongoing operations

• Establishment and maintenance of SLA/KPI reporting for the control and continuous optimisation of service processes

• Implementation of quality assurance measures and support with audits and regulatory requirements in the financial sector

• Design and implementation of workshops, training and enablement for support and process teams

Technical requirements/skills 

• Experience in IT service management (ITSM), ideally in regulated industries (finance, insurance, banking)

• Very good understanding of the ITIL process landscape and how it works

• Practical experience in IT process management and continuous improvement

• Knowledge of common ITSM tools (e.g. ServiceNow, Jira Service Management, HP Service Manager or similar) is an advantage

• Basic technical understanding of IT infrastructures (client/server, network, virtualisation, cloud services) desirable

Qualifications

• Completed degree in IT or comparable professional experience

• ITIL certification (at least Foundation, ideally Managing Professional/Practice Manager) desirable

• Project management certification (IPMA, Prince2, or similar) is an advantage

Personal profile

• Strong communication and moderation skills at various stakeholder levels

• German speaking skills (C-level)

• Structured, independent and solution-oriented approach to work

• Team spirit and high customer orientation

• Ability to quickly familiarise yourself with complex system landscapes and business context