Project Role : Program/Project Management Lead
Project Role Description : Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 12 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
IT Service Management & Process Ownership
Own, define, and continuously improve ITSM pro
cesses in accordance with the ITIL framework, with
a strong focus on Incident, Problem, and Change
Management
Act as Process Owner for core ITSM processes, en
suring clear process definitions, roles, responsibili
ties, and KPIs
Ensure consistent process execution and quality
across all IT service teams and regions
ITSM Tools & Platform Management
Design and maintain ITSM processes within:
- Atlassian Jira Service Management (JSM)
- Atlassian Jira
- Atlassian Confluence
Support and actively contribute to the migration
from Topdesk (legacy solution) to Jira Service Man
agement, including:
- Process mapping and redesign
- Tool configuration support from a process
perspective
- User enablement and documentation
Ensure process documentation and knowledge arti
cles are consistently maintained in Confluence
Service Lifecycle Management
Govern the full service lifecycle, from service design
and transition to operation and continual service im
provement
Maintain and evolve the IT Service Catalogue and
Service Descriptions, ensuring transparency and
alignment with business needs
Define service acceptance criteria, handover stand
ards, and operational readiness requirements
Governance, Compliance & Security
Define ITSM processes in compliance with ISO
27001, KRITIS, and internal security policies
Ensure audit-ready process documentation, evi
dence, and reporting
Support internal and external audits, including
preparation, execution, follow-up, and remediation
tracking
Collaborate closely with Information Security, Risk,
and Compliance teams
Coordination & Stakeholder Management
Coordinate all ITSM-related activities across IT Infra
structure, IT Products, IT Services, and business units
Act as an internal consultant for ITSM best practices,
governance, and service quality
Facilitate workshops, process reviews, and continu
ous improvement initiatives with stakeholders
Reporting & Continuous Improvement
Define and monitor ITSM KPIs, SLAs, and OLAs
Analyze operational data to identify process weak
nesses and improvement opportunities
Drive Continual Service Improvement (CSI) initia
tives based on data, audits, and stakeholder feed
back
Professional Qualifications
Academic degree in Business Informatics, IT Man
agement, Computer Science, or comparable qualifi
cation
3–5+ years of hands-on experience in IT Service
Management or IT process management
Strong practical experience with ITIL-based pro
cesses
ITIL certification (ITIL Expert / ITIL 4 Managing Pro
fessional or equivalent preferred)
Technical & Methodological Skills
Strong understanding of ITSM tools, ideally:
- Jira Service Management
- Jira
- Confluence
Experience with ITSM tool migrations or transfor
mations
Knowledge of ISO 27001, audit requirements, and
regulated IT environments (e.g. KRITIS)
Ability to translate business requirements into scala
ble IT processes
Experience with KPI definition, reporting, and ser
vice quality management
General & Personal Skills
Strong analytical and conceptual thinking
High service and customer orientation
Excellent communication and moderation skills
across technical and non-technical audiences
Ability to work independently as well as in cross
functional, international teams
High level of resilience, adaptability, and problem
solving capability
Strong organizational skills and attention to detail
Cost awareness and understanding of service effi
ciency
Fluent English (written and verbal) German is an
advantage, 15 years full time education
