Senior IT Service & Process Manager (m/f/d)

Lead the implementation, continuous development, and governance of IT Service Management (ITSM) processes and frameworks, driving process maturity in alignment with the new IT Operating Model Manage and continuously optimize key IT processes, including Service Portfolio Management, Service Request Management, Change Management, Asset Management, and Configuration Management Develop and maintain service and process standards, KPIs, SLAs, and performance metrics to measure, monitor, and continuously improve service delivery and process effectiveness Facilitate and coordinate collaboration between Service Owners, IT Delivery Teams, Business Stakeholders, and governance functions (e.g., QMS, ISMS, BCM) to ensure effective end-to-end service management Conduct service and process assessments to identify opportunities for automation, standardization, simplification, and continuous improvement Ensure compliance with regulatory, audit, security, risk management, and documentation requirements across all assigned services and processes Define, develop, and optimize the applications and tool landscape required for planning, managing, and operating IT services, including ITSM platforms, CMDB, Software Asset Management (SAM), Enterprise Architecture Management (EAM), Discovery, Monitoring, and related solutions Support IT transformation and digitalization initiatives while promoting a customer-centric, service-oriented culture across the IT organization