Specialist (SR) ITSM Process Manager

TASK RESPONSIBILITIES:

In the context of implementing a Service Management Office Cargolux is looking for a Specialist (SR) ITSM process manager. The main purpose of the role is to ensure efficiency and consistency within ITSM processes.

Main responsibilities:

• Ensure processes governance throughout their lifecycle:
  • Ensure processes are aligned with strategy, compliant with regulatory requirements, and meet customer expectations
  • Provide guidance to other ITSM processes owner to ensure consistency throughout the defined processes
  • Align with Service Delivery Manager to ensure business alignment and customer satisfaction
• Process owner and manager for several Service management practices:
  • Design, implement, and maintain IT Service Management processes
  • Define, document and coordinate ITSM processes activities
  • Monitor performance of ITSM processes
  • Identify and lead initiatives for continuously improvement
  • Example of practices: Change Enablement, Problem Management

• Contribute to the Service Management Office set-up:
  • Ensure that quality and value are provided by delivering IT services to end-users and business functions.
  • Set-up relevant trainings within IT on ITSM practices to Service Management practitioners
  • Contribute to providing a centralized view of the service landscape
  • Align with the team in charge of the ITSM tool

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Educational background: Masters Degree in IT, Computer science
• Experience: proven work experience in IT processes management and Service Management
• Communication skills: excellent verbal and written communication, convincing skills to interact with interdisciplinary teamsBusiness and solution-oriented mindset
• Problem-solving and analytical skills
• Ideally ITIL and/or project Management certifications
• Fluent in English - any other languages will be considered as an asset

WORKING CONDITIONS:

• Permanent full-time position based in Luxembourg
• Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
• Valid car license
• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.