We are seeking an ITSM Consultant to help develop and stabilize a high-performing IT service organization with well-defined processes and KPIs. The role involves analyzing, optimizing, and continuously improving ITIL processes including Incident, Problem, Change, and Service Request Management. Requirements include proven ITSM experience, ITIL Foundation certification, and professional proficiency in German.
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Key Responsibilities
Technical Skills Required
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Job Description
We are DIGIPAL, a software delivery agency specialising in building high-performing product design and software development teams for clients across Europe and North America. We work with a wide range of organisations from ambitious startups to multinational corporations. We have a unique career opportunity for you to work on building exciting digital products for international clients. Yet, remaining flexible in a remote-only environment and getting a top-tier compensation package.
About the role:
We are looking for a ITSM Consultant to help further develop and stabilize a high-performing IT service organization with well-defined processes, measurable KPIs, and a strong focus on service quality. We are looking for consultants who not only understand IT Service Management (ITSM) from a theoretical perspective but are also able to pragmatically improve and optimize ITSM processes in day-to-day operations.
Responsibilities:
- Analyze, consult on, and continuously improve IT Service Management processes.
- Optimize and enhance core ITIL processes, including Incident Management, Problem Management, Change Management, Change Enablement, and Service Request Management.
- Identify process gaps and develop sustainable improvement initiatives together with business and technical stakeholders.
- Act as the interface between IT Operations, Service Owners, and management stakeholders.
- Support the implementation and operational adoption of ITIL best practices.
- Develop, maintain, and improve SLA and KPI reporting to monitor and optimize service performance.
- Support quality assurance activities, audits, and regulatory compliance initiatives.
- Facilitate workshops, training sessions, and enablement activities for support and process teams.
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Requirements:
- Proven experience in IT Service Management (ITSM), ideally within regulated industries.
- Strong understanding of the ITIL framework and end-to-end ITSM processes.
- Hands-on experience with IT process management and continuous service improvement.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, HP Service Manager, or similar tools.
- Good understanding of IT infrastructure concepts, including client/server environments, networking, virtualization, and cloud services.
- Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
- ITIL Foundation certification is required; higher-level ITIL certifications are considered an advantage.
- Project Management certification such as PRINCE2, IPMA, PMP, or equivalent is a plus.
- Excellent communication and stakeholder management skills.
- Professional working proficiency in German.
- Structured, independent, and solution-oriented mindset with a strong customer focus.
- Ability to quickly adapt to complex IT environments and organizational structures.
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Our offer:
- 100% remote position.
- Attractive compensation package.
- Long-term B2B contract.
- Opportunities for professional growth and continuous learning.
- Collaboration with top engineering talent from around the globe.
- The chance to build world-class digital products for European and US markets.
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