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Senior IT Incident Manager (m/f/d)
Senior IT Process Leader
The Senior IT Process Leader ensures the efficiency of IT operations by optimizing ITSM processes, managing IT assets through the CMDB, and monitoring performance indicators (KPIs), all while aligning with ITIL best practices.
Key Responsibilities:
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Process Improvement: Analyze and improve existing IT processes, ensuring alignment with ITIL frameworks and optimizing workflows for greater efficiency.
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CMDB Management: Maintain and ensure the accuracy of the CMDB, integrating it with ITSM processes like Incident, Change, and Problem Management.
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KPI Monitoring: Define and track KPIs to assess IT process performance, create dashboards, and report findings with corrective actions.
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Compliance & Governance: Ensure adherence to ITIL standards, conduct audits, and provide documentation and training to IT teams.
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Stakeholder Collaboration: Work closely with Infrastructure, Support, Security, and Risk teams, supporting continuous improvement initiatives.
Your Profile:
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Experience: 5 to 10 years in IT process management, ITSM, or IT governance.
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Technical Skills:
- Strong ITIL knowledge and experience optimizing ITSM processes.
- Familiar with ITSM tools and CMDB solutions.
- Proficient in reporting and KPI analysis.
Behavioral Skills:
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