Job
- Level
- Lead
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg, Mannheim, Minden, Würzburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you lead a team, manage ITSM processes, ensure quality, control external service providers, and develop KPIs for performance improvement measures within IT service management.
Your role in the team
- You lead your team technically and disciplinarily and act as the first escalation point for internal clients and stakeholders.
- You are responsible for the operational ITSM core processes (Major Incident, Problem, and Change Management), including quality assurance and the management of the CAB process (Change Advisory Board). You ensure that approved measures are consistently implemented and their effectiveness is reviewed.
- You ensure structured root cause analyses after critical incidents and follow through with the resulting measures consistently.
- You manage external service providers within the scope of provider management and conduct regular service reviews in this context.
- You define KPIs, monitor service performance, and derive targeted improvement measures from them.
- You actively contribute to the continuous development of ITSM service processes within your area of responsibility.
- You plan and control the personnel requirements (internal and external) within your area of responsibility in accordance with the specified goals. If you are responsible for the budget, you also manage the annual and medium-term planning for your cost center.
- You develop the personnel targeted and in alignment with the goals of your area of responsibility.
- You are responsible for recruiting, selecting, and evaluating personnel (including developing compensation proposals) as well as providing ongoing support to your employees.
- You are optimally balancing the deployment of internal and external staff.
- You encourage and promote independent decision-making, responsible action, and mutual support within your team.
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Our expectations of you
Education
- You have successfully completed a degree or training program related to IT or possess an equivalent qualification.
Qualifications
- You possess in-depth knowledge of IT service processes according to ITIL 4 and their practical application in the ITSM environment; additionally, you hold at least the ITIL 4 Foundation certification.
- You are characterized by strong communication skills, organizational and cooperation abilities; in addition, you possess an adequate ability to delegate.
- You have fluent German skills in speaking and writing (CEFR level C1 or higher).
Experience
- You have experience in Major Incident Management, in managing escalations, and in coordinating external service providers within the scope of Provider Management.
- You have experience working with ITSM tools; knowledge of the USU ITSM suite is an advantage.
- You have proven leadership experience and strength with a genuine focus on employees.
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What we offer
- Enjoy 30 days of vacation and the option for partial remote work (usually 2 days per week).
- You shape the IT of the market leader in the German grocery retail sector.
- Enjoy an attractive salary, asset-building benefits, a free salary account, and additional perks & offers.
- You can expect various training opportunities with us, such as digital learning platforms and the chance to participate in industry conferences.
- Our health management takes care of your well-being at the workplace and beyond.
- We enable you to have an optimal start in our company and place great importance on a good onboarding process, so that you can hit the ground running and actively shape our various communities and networks from the very beginning.
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Benefits
Health, Fitness & Fun
Food & Drink
Work-Life-Integration
Higher Take-Home Pay
Topics You Will Work On
Job Locations
About Your Employer
EDEKA ZENTRALE AG & Co. KG
The EDEKA headquarters in Hamburg is a strategic tool for the further development of the EDEKA network. From here, numerous impulses are sent out to realize cross-sectional goals.
Description
- Founding Year
- 1907
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Trade
Employer reviews
by devworkplaces.com
Total
(1 Review)3.5
Workingconditions
4.4Engineering
3.0Career Growth
3.2Culture
3.6
Team Lead IT Service Processes
- Location
- Hamburg, Mannheim, Minden, Würzburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
