{"id":19084,"date":"2026-09-10T13:20:09","date_gmt":"2026-09-10T11:20:09","guid":{"rendered":"https:\/\/ets-career.com\/itsm-process-manager-f-m-d\/"},"modified":"2026-09-10T13:20:09","modified_gmt":"2026-09-10T11:20:09","slug":"itsm-process-manager-f-m-d","status":"publish","type":"post","link":"https:\/\/ets-career.com\/?p=19084","title":{"rendered":"ITSM Process Manager | f\/m\/d"},"content":{"rendered":"<div class=\"aboutPos\">\n<h3>About Us<\/h3>\n<p>ERGO Technology &#038; Services S.A. (ET&#038;S), a member of the Munich Re and ERGO Group, is delivering integrated IT and business services to international markets. Our expertise lies in providing advanced IT services, with a focus on modern, business-driven technology solutions. On the business side, we also support the Group in various end-to-end insurance processes, including finance, operations, and underwriting. With offices in Warsaw and Gdansk, and strong global partnerships, we foster a dynamic, multicultural environment that promotes diversity and international opportunities.<\/p>\n<h3>About the role<\/h3>\n<p>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.<\/p>\n<h3>How you will get the job done<\/h3>\n<ul>\n<li>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<\/li>\n<li>being responsible for sub-processes in the context of operations and operations control (ITIL) in particular<\/li>\n<li>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<\/li>\n<li>designing agreements with users, ITERGO or external service providers for the provision of IT services, including SLAs and pricing<\/li>\n<li>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<\/li>\n<li>development of decision templates for the IT service decision-making bodies on general issues and moderation of committee meetings<\/li>\n<li>ongoing monitoring of IT services based on SLAs and continuous technical and business optimization of existing IT services<\/li>\n<li>management of sub-projects<\/li>\n<\/ul>\n<h3>Skills and experience you will need<\/h3>\n<ul>\n<li>English proficiency at the B2 level<\/li>\n<li>minimum of 5 years of experience in IT service management processes and continual service improvement projects<\/li>\n<li>experience with ITIL and COBIT frameworks<\/li>\n<li>proven management and coordination capabilities, and stakeholder management in a multi-vendor service environment<\/li>\n<li>familiarity with regulatory requirements (e.g. DORA) for ITSM processes<\/li>\n<li>strong problem-solving and excellent communication skills<\/li>\n<li>the capability of analysing business and technical requirements, and designing\/implementing projects based on defined processes<\/li>\n<\/ul>\n<h3>Nice to have<\/h3>\n<ul>\n<li>German proficiency at the B2 level or higher<\/li>\n<li>experience in IT service management tools (ServiceNow and JIRA)<\/li>\n<li>ITIL certification<\/li>\n<\/ul>\n<\/div>\n<div class=\"buttonImport\"><a class=\"btn btnPrimary back\" href=\"\/\">\u00ab Back to all job offers<a class=\"aplikuj\" href=\"https:\/\/system.erecruiter.pl\/FormTemplates\/RecruitmentForm.aspx?webid=EEF3113F-71DF-462D-84C9-77AB5748FFC7\" target=\"_blank\" rel=\"noopener\">Apply now!<\/a><\/div>\n<div class=\"linkBottom\">\n<div class=\"widths\">\n<h3 class=\"center\">Interested in this position?<\/h3>\n<p><a class=\"aplikuj\" href=\"https:\/\/system.erecruiter.pl\/FormTemplates\/RecruitmentForm.aspx?webid=EEF3113F-71DF-462D-84C9-77AB5748FFC7\" target=\"_blank\" rel=\"noopener\">Apply now!<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>3000<\/p>\n","protected":false},"author":0,"featured_media":17757,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"joboffer_en.php","format":"standard","meta":{"footnotes":""},"categories":[59],"tags":[],"class_list":["post-19084","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gdansk"],"_links":{"self":[{"href":"https:\/\/ets-career.com\/index.php?rest_route=\/wp\/v2\/posts\/19084","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ets-career.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ets-career.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/ets-career.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=19084"}],"version-history":[{"count":0,"href":"https:\/\/ets-career.com\/index.php?rest_route=\/wp\/v2\/posts\/19084\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ets-career.com\/index.php?rest_route=\/wp\/v2\/media\/17757"}],"wp:attachment":[{"href":"https:\/\/ets-career.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=19084"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ets-career.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=19084"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ets-career.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=19084"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}