For our client, we are seeking a Lead Expert Service Desk & IT Service Management who will play a key role in leading and maturing ITSM and Service Desk capabilities, ensuring stable, compliant, and user‑focused operations across a multi‑vendor environment. The role drives high‑quality user support, standardized ITSM processes, service integration, and end‑to‑end governance across infrastructure, applications, and business platforms.

Responsibilities : 

• Own and enhance ITSM & Service Desk operations, ensuring high‑quality execution across incident, request, problem, change, knowledge, service catalogue, and configuration management.
• Drive user experience and service quality, including adoption, self‑service, shift‑left, automation, knowledge management, and measurable satisfaction.
• Lead ITSM process governance and integration, standardizing processes across infrastructure, applications, cybersecurity, and ensuring alignment with SIAM and provider delivery.
• Manage major incidents and escalations, ensuring rapid restoration, effective communication, and structured post‑incident improvement.
• Oversee ITSM performance and provider adherence, covering KPIs, MTTR, ticket quality, change success, problem backlog, and compliance with ITSM standards.
• Govern CMDB, service catalogue, knowledge, and service mapping, ensuring accuracy, dependency visibility, and operational readiness.
• Drive ESM/ServiceNow roadmap and automation, including workflows, observability, AIOps, and proactive service management.
• Ensure operational readiness and continuous improvement, covering support models, routing, documentation, monitoring, runbooks, and service transition.
• Support budgeting, demand planning, and compliance, ensuring alignment with security, regulatory, audit, and governance requirements.

Qualifications:

• Relevant degree and 7–10 years in Service Desk, ITSM, process ownership, or service integration in enterprise environments.
• Strong ITIL and ITSM expertise, including core processes, major incident management, escalation governance, and continuous improvement; ITIL certification preferred.
• Service Desk leadership experience, focused on user experience, first‑contact resolution, shift‑left, self‑service, automation, and service quality.
• Hands‑on experience with ITSM/ESM platforms, e.g., ServiceNow (workflows, automation, reporting, catalogue, knowledge, UX optimization).
• Knowledge of CMDB, service catalogue, knowledge management, service mapping, support models, and operational readiness.
• Experience in SIAM and multi‑provider environments, ensuring provider process adherence, escalation flow governance, and operational alignment.
• Understanding of infrastructure, cloud, connectivity, cybersecurity, and applications within an ITSM context, translating complexity into user‑focused outcomes.
• Experience with service transition and onboarding, including routing, documentation, knowledge preparation, and support readiness.
• Strong analytical, communication, stakeholder, and leadership skills, with ability to influence in matrix environments and communicate clearly to technical and non‑technical audiences.
• Fluent English required; additional languages, for example German, are beneficial

 Benefits:

• Unique opportunity to join a newly established organization at the very beginning of its journey
• Social benefits
• Full-time employment
• Hybrid model of work
• EMEA working hours

Apply now!

W celu złożenia aplikacji prosimy o kliknięcie przycisku „Aplikuj teraz“ i postępowanie zgodnie z instrukcjami. W przypadku wcześniejszych spotkań w firmie Grafton, prosimy o bezpośredni kontakt z konsultantem prowadzącym. Podane stawki wynagrodzeń są stawkami brutto, na podstawie badania wynagrodzeń Grafton Recruitment. Ostateczna wartość wynagrodzenia zależy od stopnia dopasowania kompetencji.