ITSM Process Manager | f/m/d

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As an ITSM Process Manager, you will be responsible for managing service and operation between internal and external IT service providers as well as ERGO departments based on ITIL service management processes in accordance with regulatory requirements and Group norms. This role will require extensive experience with ITIL and COBIT frameworks, stakeholder management, coordination and management skills in conjunction with demonstrating ownership.

How you will get the job done

• being responsible for coordinating the provision of IT services in accordance with defined service level agreements (SLAs) at costs/prices that can be allocated according to origin
• being responsible for sub-processes in the context of operations and operations control (ITIL) in particular
• identifying IT service requirements in his area of responsibility and developing tailored IT service concepts and advising customers on the selection of the most suitable IT service concept
• designing agreements with users, ITERGO or external service providers for the provision of IT services, including SLAs and pricing
• helping to work out the details of IT service concepts and initiating and coordinating the provision of IT services within ITERGO and with service providers
• development of decision templates for the IT service decision-making bodies on general issues and moderation of committee meetings
• ongoing monitoring of IT services based on SLAs and continuous technical and business optimization of existing IT services
• management of sub-projects

Skills and experience you will need

• English proficiency at the B2 level
• minimum of 5 years of experience in IT service management processes and continual service improvement projects
• experience with ITIL and COBIT frameworks
• proven management and coordination capabilities, and stakeholder management in a multi-vendor service environment
• familiarity with regulatory requirements (e.g. DORA) for ITSM processes
• strong problem-solving and excellent communication skills
• the capability of analysing business and technical requirements, and designing/implementing projects based on defined processes

Nice to have

• German proficiency at the B2 level or higher
• experience in IT service management tools (ServiceNow and JIRA)
• ITIL certification