Service Manager - ITSM Squad R255

How you will make an impact:

We are responsible for ITSM processes (incident, problem and service request fulfilment). Our mission is to develop and continuously improve METRO'S ITSM processes worldwide, while providing expert advice and support on tool handling and all ITSM-related questions. We share our know-how by conducting general and individual training sessions, ensuring knowledge is transferred effectively across the organization. In addition, we accompany and support the ISAE 3402 audit for Incident Management, strengthening trust in our processes.

Your Responsibilities:

Developing, enhancing, and rolling out the Change Management process across the organization- from MVP stage to a mature, scalable model;
Providing consulting and support for colleagues on Change Management and ensuring alignment with adjacent ITSM processes (Incident, Problem, Service Request);
Embedding the Change process into technical solutions (e.g., JSM, Service Now), including approval flows, risk assessments, and change models;
Delivering onboarding for new employees regarding Change Management practices and governance;
Actively contributing to the broader ITSM community, ensuring alignment and shared learning across processes;
Recording new improvement ideas, managing them through the requirements process, and implementing them in collaboration with stakeholders;
Ensuring Change process design supports compliance needs (e.g., audit readiness, governance frameworks);
Collaborating on ITSM reporting needs related to Change activities and process performance;
Analyzing process-related data and generating insights using SQL and JQL.

Required key competencies and qualifications:

Proven experience in developing and implementing Change Management processes, ideally in a large or multi-country organization;
Solid understanding of ITSM frameworks (ITIL) and their application across Incident, Problem, Change, and Service Request Management;
Ability to work independently with ITSM tools (e.g. Jira Service Management, Service Now), including defining and embedding workflows;
Experience in training delivery and materials creation for various audiences (internal, external, vendor);
Good knowledge of SQL and JQL for reporting and data analysis;
Experience in consulting stakeholders on process design and improvement initiatives; Familiarity with audit and compliance frameworks relevant to ITSM (e.g., ISAE 3402);