IT-Service Management Architekt

As an experienced ITIL Process Consultant/Architect, your role will involve designing, implementing, and optimizing IT Service Management (ITSM) processes aligned with ITIL best practices. You will drive service excellence, improve operational efficiency, and ensure governance across IT operations. Key Responsibilities: - Design, implement, and optimize ITIL-based ITSM processes such as Incident, Problem, Change, Release, Service Request, Configuration, and Asset management. - Develop end-to-end process frameworks, workflows, SOPs, and RACI matrices. - Ensure alignment of IT processes with business objectives and compliance standards. - Lead process re-engineering and continuous service improvement (CSI) initiatives. Governance & Compliance: - Establish process governance models and KPIs. - Conduct process audits and maturity assessments. - Ensure adherence to ITIL standards and regulatory requirements. - Develop reporting dashboards and service performance metrics. Stakeholder Management: - Collaborate with IT operations, service desk, infrastructure, and application teams. - Conduct workshops and training sessions on ITIL processes. - Act as a subject matter expert (SME) for ITSM tools and frameworks. Tool & Automation Enablement: - Drive ITSM tool implementation/enhancement (ServiceNow, BMC Remedy, Jira Service Management, etc.). - Translate process requirements into tool configurations. - Identify automation opportunities to improve efficiency. Continuous Improvement: - Perform gap analysis and recommend process improvements. - Lead transformation initiatives across IT service delivery. - Monitor SLAs, OLAs, and underpinning contracts for service optimization. Required Qualifications: - Bachelors degree in IT, Computer Science, or related field. (Note: Additional details about the company were not provided in the job description.) As an experienced ITIL Process Consultant/Architect, your role will involve designing, implementing, and optimizing IT Service Management (ITSM) processes aligned with ITIL best practices. You will drive service excellence, improve operational efficiency, and ensure governance across IT operations. Key Responsibilities: - Design, implement, and optimize ITIL-based ITSM processes such as Incident, Problem, Change, Release, Service Request, Configuration, and Asset management. - Develop end-to-end process frameworks, workflows, SOPs, and RACI matrices. - Ensure alignment of IT processes with business objectives and compliance standards. - Lead process re-engineering and continuous service improvement (CSI) initiatives. Governance & Compliance: - Establish process governance models and KPIs. - Conduct process audits and maturity assessments. - Ensure adherence to ITIL standards and regulatory requirements. - Develop reporting dashboards and service performance metrics. Stakeholder Management: - Collaborate with IT operations, service desk, infrastructure, and application teams. - Conduct workshops and training sessions on ITIL processes. - Act as a subject matter expert (SME) for ITSM tools and frameworks. Tool & Automation Enablement: - Drive ITSM tool implementation/enhancement (ServiceNow, BMC Remedy, Jira Service Management, etc.). - Translate process requirements into tool configurations. - Identify automation opportunities to improve efficiency. Continuous Improvement: - Perform gap analysis and recommend process improvements. - Lead transformation initiatives across IT service delivery. - Monitor SLAs, OLAs, and underpinning contracts for service optimization. Required Qualifications: - Bachelors degree in IT, Computer Science, or related field. (Note: Additional details about the company were not provided in the job description.)