ITSM Manager

This role is combining process management, ITSM specialist and service management responsibilities. You will play a crucial on ensuring end-to-end ITSM governance and implementation as well as, performance and continuous improvement of IT service management across the organization. Shape and drive the evolution of our ITSM strategy and framework, ensuring strong alignment with business goals Own and continuously enhance global ITSM processes in line with ITIL best practices Proactively identify improvement opportunities in IT service delivery and turn innovative ideas into impactful solutions Design and develop modern training concepts, create engaging content for our training platform, and deliver training sessions tailored to the needs of our organization Drive the development of cutting-edge ITSM reporting: define technical concepts, build and optimize reporting solutions, and act as the key contact for report demand management and implementation—leveraging your data-driven mindset to create real business value Academic degree in Information Technology, Computer Science, or related field 3 to 5 years of experience in IT Service Management, including ITIL framework and ITSM best practices ITIL certification (preferably ITIL 4 Foundation or higher) Proficiency in Jira service management or similar ITSM tools is an advantage Expertise in incident, problem, and change management processes Business fluent English language skills (written and spoken) Strong analytical, problem-solving, and communication skills Ability to work efficiently in a fast-paced, collaborative environment