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:
  1. Ensure processes are aligned with strategy, compliant with regulatory requirements, and meet customer expectations
  2. Provide guidance to other ITSM processes owner to ensure consistency throughout the defined processes
  3. Align with Service Delivery Manager to ensure business alignment and customer satisfaction
• Process owner and manager for several Service management practices:
  1. Design, implement, and maintain IT Service Management processes
  2. Define, document and coordinate ITSM processes activities
  3. Monitor performance of ITSM processes
  4. Identify and lead initiatives for continuously improvement
  5. 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.