Service Manager – ITSM (MD7)

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;
•Conducting independent training on Change Management tools and workflows, including:
•Internal employees across all METRO companies
•External employees
•Providers and vendor partners
•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.