About the Role
We seek a highly motivated IT Service Management to join our team and take ownership of designing, organising, and optimising IT support and service processes end-to-end. This role is key to ensuring that services are reliable, efficient, and well-aligned with business needs. You'll work cross-functionally with service providers, internal stakeholders, and project teams to drive service quality, innovation, and satisfaction.
Key Responsibilities Design and optimise end-to-end IT service and support processes, including stakeholder alignment and documentation. Coordinate and manage multiple service providers and ensure adherence to SLAs and quality standards. Monitor and report on service performance; prepare regular reports and presentations for internal and external stakeholders. Drive continuous improvement by identifying process inefficiencies and implementing corrective actions. Support the team lead with contract management and vendor negotiations. Act as the interface between technical experts and service agents to foster collaboration and service excellence. Collaborate as a key member of project teams during IT service rollouts and transformations.
Handle escalation processes professionally and ensure resolution pathways are followed.
Maintain a high level of customer satisfaction through proactive service delivery and communication.
What you bring: A university degree in technical, economic or related disciplines . 3+ years of experience in IT service management or a similar role. Strong understanding of IT service management frameworks (e.g., ITIL) and service quality assurance. Strong experience with Jira, Confluence. Excellent communication skills , with the ability to manage diverse stakeholders and teams. Fluent in German and English (written and spoken) — both are mandatory. Proven skills in negotiation and conflict resolution . Strong analytical thinking and solution-oriented mindset.
