Service Manager – ITSM (MD7)
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
How you will make an impact:
We are responsible for ITSM processes (incident problem and service request fulfilment). Our mission is to develop and continuously improve METROs ITSM processes worldwide while providing expert advice and support on tool handling and all ITSM-related questions. We share our know-how by conducting general and individual training sessions ensuring knowledge is transferred effectively across the addition we accompany and support the ISAE 3402 audit for Incident Management strengthening trust in our processes.
Your Responsibilities:
Developing enhancing and rolling out the Change Management process across the organizationfrom MVP stage to a mature scalable model;
Providing consulting and support for colleagues on Change Management and ensuring alignment with adjacent ITSM processes (Incident Problem Service Request);
Embedding the Change process into technical solutions (e.g. JSM Service Now) including approval flows risk assessments and change models;
Conducting independent training on Change Management tools and workflows including:
Internal employees across all METRO companies
External employees
Providers and vendor partners
Delivering onboarding for new employees regarding Change Management practices and governance;
Actively contributing to the broader ITSM community ensuring alignment and shared learning across processes;
Recording new improvement ideas managing them through the requirements process and implementing them in collaboration with stakeholders;
Ensuring Change process design supports compliance needs (e.g. audit readiness governance frameworks);
Collaborating on ITSM reporting needs related to Change activities and process performance;
Analyzing process-related data and generating insights using SQL and JQL.
Qualifications :
Required key competencies and qualifications:
Proven experience in developing and implementing Change Management processes ideally in a large or multi-country organization;
Solid understanding of ITSM frameworks (ITIL) and their application across Incident Problem Change and Service Request Management;
Ability to work independently with ITSM tools (e.g. Jira Service Management Service Now) including defining and embedding workflows;
Experience in training delivery and materials creation for various audiences (internal external vendor);
Good knowledge of SQL and JQL for reporting and data analysis;
Experience in consulting stakeholders on process design and improvement initiatives;
Familiarity with audit and compliance frameworks relevant to ITSM (e.g. ISAE 3402);
Strong communication skills in English both written and verbal;
A collaborative mindset with the drive to scale processes and foster cross-team alignment.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
METRO is a leading international wholesale company with food and non-food assortments that specialises in serving the needs of hotels, restaurants and caterers (HoReCa) as well as independent traders. Around the world, METRO has 15 million customers who can choose whether to shop in o ... View more
