Service Manager – ITSM (MD5)
Job Description
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 Metro’s 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 organization. In addition, we accompany and support the ISAE 3402 audit for Incident Management, strengthening trust in our processes.
Beyond managing day-to-day operations, we are also preparing for what’s next: evolving from classical ITSM to a more data-informed, insight-driven approach. This includes refining KPIs, exploring strategic analytics, and leveraging AI features for pattern detection and predictability in ITSM practices over the medium to long term.
Your Responsibilities:
- Developing, enhancing, and introducing ITSM processes such as Incident Management, Problem Management, and Service Request Fulfilment;
- Providing consulting and support for colleagues on IM/PM/SR processes, including embedding them into technical solutions;
- Conducting independent training on ITSM tools (including reporting) and processes, and creating training materials for:
- Internal employees across all Metro companies
- External employees
- Providers
- Delivering onboarding for new employees in IM, SR, and PM processes;
- Actively moderating and taking joint responsibility for the ITSM community;
- Recording new ideas, managing them through requirements processes, and implementing them in collaboration with stakeholders;
- Ensuring compliance with ISAE 3402 audits (Incident Management);
- Taking technical responsibility for ITSM reporting and supporting the development of meaningful KPIs and data insights that guide continuous improvement;
- Contributing to the exploration and application of AI-supported features to improve process efficiency and incident/problem predictability in the future;
- Analyzing data and creating reports with the new ITSM tool.
Qualifications
Required key competencies and qualifications:
- Profound knowledge of ITSM processes (Incident, Problem, Service Request Management) and related reporting;
- Experience in developing, maintaining, and improving ITSM processes, ideally within a global organization;
- Strong ability to independently learn and work with ITSM tools, including creating and delivering training materials;
- Knowledge of SQL as a prerequisite for data analysis and reporting;
- Ability to consult colleagues on process design as well as provide technical support for embedding processes in tools;
- Experience with ISAE 3402 audits related to Incident Management;
- Interest in shaping the future of ITSM through KPI-driven approaches, data interpretation, and emerging AI capabilities;
- Strong communication and presentation skills in English (written and verbal);
- Collaborative mindset with enthusiasm for building communities and driving continuous process improvements.
