IT Service Manager (m/f/d) with ITIL 4 ID25566-2
Project duration: 09/24 - 12/24
Project volume: 40 hrs / week remote
Project location: Remote, Düsseldorf
Project description:
the project will strengthen the Digital product implementation under the IT4IT Framework. In addition to that, a new Service Now instance will be implemented, and it will be checked if all the Service Management Processes are improved and implemented in the system
Tasks:
- Professionally conduct the analysis of ITIL processes that are currently in use, and provide their conversion into the corresponding ITIL 4 practices based on the results and own knowledge. Creation of a Presentation of the results of the analysis and hand it over to client for a sign-off before further use
- Participation in a dedicated client project process workshop to gather relevant information with the goal to align the technical project requirements to the strategic ones.
- Provision of professional consultancy to client Process managers (contact details will be provided by client in advance) in the topic of IT processes with the aim to identify the current gaps and opportunities for processes in scope of the project objectives based on own expertise
- To design updated IT processes according to the new instance of the Service Now and in line with the ITIL 4 based on the IT4IT Framework and present them to client for a sign-off
- To steer and coordinate the integration of the ITIL 4 practices with IT4IT value streams with the aim to provide a clear and consistent view between the ITIL service value streams and IT4IT value streams to the project teams
- Creation of a presentation and training materials on this topic to present the final processes to the client process managers, project teams and managers
- Organization and coordination of weekly online training sessions and a monthly online mentoring session to the client project members of the IT community on the ITIL 4 principles, practices, and tools based on own professional expertise and know-how and based on the project status information provided by the project manager
- Presentation of the training and mentoring plan and the prepared materials to client for a sign-off
- Consultation of the project members with the aim to adopt a culture of continual improvement and customer-centricity based on own expertise
- To monitor and evaluate the progress and outcomes of the ITIL 4 transformation based on own professional expertise. Document the results and present them including feedback and suggestions for improvement on a weekly basis to the internal Target Operating Model workstream Lead
Skills:
• A minimum of 5 years of experience in IT service management, preferably in a consulting role.
• A proven track record of successfully leading and delivering ITIL 4 transformation projects, with a focus on high velocity IT and digital products.
• Documented experience in writing ITIL practices documents.
• A solid understanding of the ITIL 4 framework, including the service value system, the service value chain, the four dimensions, the guiding principles
• A certification in ITIL 4 (certification should be uploaded in Fieldglass)
• A familiarity with IT4IT Framework, the reference architecture for managing the business of IT, and its alignment with ITIL 4.
• Communication skills, with the ability to influence and persuade different levels of stakeholders.
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