ITSM Consultant

We are DIGIPAL, a software delivery agency specialising in building high-performing product design and software development teams for clients across Europe and North America. We work with a wide range of organisations from ambitious startups to multinational corporations. We have a unique career opportunity for you to work on building exciting digital products for international clients. Yet, remaining flexible in a remote-only environment and getting a top-tier compensation package.

About the role:

We are looking for a ITSM Consultant to help further develop and stabilize a high-performing IT service organization with well-defined processes, measurable KPIs, and a strong focus on service quality. We are looking for consultants who not only understand IT Service Management (ITSM) from a theoretical perspective but are also able to pragmatically improve and optimize ITSM processes in day-to-day operations.

Responsibilities:

• Analyze, consult on, and continuously improve IT Service Management processes.
• Optimize and enhance core ITIL processes, including Incident Management, Problem Management, Change Management, Change Enablement, and Service Request Management.
• Identify process gaps and develop sustainable improvement initiatives together with business and technical stakeholders.
• Act as the interface between IT Operations, Service Owners, and management stakeholders.
• Support the implementation and operational adoption of ITIL best practices.
• Develop, maintain, and improve SLA and KPI reporting to monitor and optimize service performance.
• Support quality assurance activities, audits, and regulatory compliance initiatives.
• Facilitate workshops, training sessions, and enablement activities for support and process teams.

Requirements:

• Proven experience in IT Service Management (ITSM), ideally within regulated industries.
• Strong understanding of the ITIL framework and end-to-end ITSM processes.
• Hands-on experience with IT process management and continuous service improvement.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, HP Service Manager, or similar tools.
• Good understanding of IT infrastructure concepts, including client/server environments, networking, virtualization, and cloud services.
• Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• ITIL Foundation certification is required; higher-level ITIL certifications are considered an advantage.
• Project Management certification such as PRINCE2, IPMA, PMP, or equivalent is a plus.
• Excellent communication and stakeholder management skills.
• Professional working proficiency in German.
• Structured, independent, and solution-oriented mindset with a strong customer focus.
• Ability to quickly adapt to complex IT environments and organizational structures.

Our offer:

• 100% remote position.
• Attractive compensation package.
• Long-term B2B contract.
• Opportunities for professional growth and continuous learning.
• Collaboration with top engineering talent from around the globe.
• The chance to build world-class digital products for European and US markets.