Job
- Level
- Experienced
- Job Field
- IT, System
- Employment Type
- Part Time/Full Time
- Contract Type
- Temporary employment
- Location
- Munich
- Working Model
- Onsite
Job Summary
In this role, you manage the central ARD ServiceDesk, monitor service level agreements, create reports, derive improvements, and support IT projects and tenders.
Job Technologies
Your role in the team
- Management of the external service provider for the central ARD ServiceDesk, including SLA, KPI, and quality management.
- Monitoring of contractually agreed service parameters as well as the preparation of the monthly SLA reporting and the monthly billing.
- Process Owner for Incident Management, Service Request Fulfillment, Continual Service Improvement (CSI), and IT Service Catalog Management
- Escalation and De-escalation Management for Disruptions and SLA Deviations
- Maintenance of a CSI register as well as derivation and implementation of improvement measures
- Participation in IT projects within the BR and ARD related to the ARD ServiceDesk (e.g., interfaces, new services in the service portfolio, management of training sessions)
- Support in knowledge management (process documentation, operations manual, FAQs)
- Professional support for EU-wide tenders for the central ServiceDesk
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Our expectations of you
Education
- Completed degree in Business Informatics, Media Technology, or a comparable field, or an equivalent qualification or training, along with proven experience in IT Service Management.
Qualifications
- Proven in-depth expertise in IT Service Management according to ITIL (V3 Expert certification or ITIL 4 Managing Professional)
- Excellent moderation, communication, and negotiation skills.
- Analytical thinking, structured working style, and strong assertiveness
- Confident demeanor in management meetings as well as strong presentation skills
- Very good German and good English skills
Experience
- Several years of relevant professional experience in IT service management
- Several years of professional experience in provider management or in managing external service providers based on Service Level Agreements.
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What we offer
- Fair tariff-based pay
- Attractive working hours and home office policies
- Development and Further Education Opportunities
- Occupational Health Management
- Start: as soon as possible
- Fixed-term: 2 years
- Working hours: 38.5 hours/week Part-time is possible
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Food & Drink
Job Locations
This is your employer
Bayerischer Rundfunk
The BR provides creative and reliable information, culture, knowledge, and entertainment from and for Bavaria: on the radio, on television, in the media library, on BR24, Instagram, and other platforms.
Description
- Founding year
- 1949
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Media, Publishing
Coordinator in central ServiceDesk Management
- Location
- Munich
- Working Model
- Onsite
- Diversity
- Open for all genders
