ITSM Platform Transformation Lead

The current environment includes Jira, Atlassian and several open-source platforms supporting ITSM, CMDB, asset management, discovery and monitoring. The organisation is evaluating ServiceNow as a potential strategic platform while also assessing the future of its existing Atlassian-based environment.

The successful candidate will join early enough to influence the process strategy, platform decision, target architecture, implementation approach and supplier selection. This is a process-led transformation role rather than a pure ServiceNow development or administration position.

Tasks

• Assess the existing ITSM processes, platforms and governance landscape
• Identify process, technology, data and organisational gaps
• Help define the future IT Service and Process Management strategy
• Translate strategic objectives into a practical transformation roadmap
• Support the evaluation of ServiceNow against the existing Atlassian and open-source environment
• Help develop the commercial and operational case for the future platform
• Design and improve processes including incident, problem, change and request management
• Improve configuration, asset, knowledge and service-catalogue management
• Define the high-level architecture and governance model for the future ITSM platform
• Establish standards for platform configuration, integration, data and maintainability
• Take ownership of the platform roadmap and backlog where required
• Support implementation, migration, testing and operational handover
• Coordinate external implementation partners, consultants and support providers
• Facilitate workshops and translate stakeholder requirements into practical solutions
• Challenge unnecessary customisation and ensure the platform remains scalable
• Build internal ITSM knowledge and reduce dependency on external suppliers
• Drive continuous process improvement following implementation
• Support the expansion of standardised IT services across an international organisation

• Senior experience in IT Service Management, IT operations or IT process management
• Previous involvement in a major ITSM implementation, migration or transformation
• Strong knowledge of ITIL-based processes and service-management governance
• Experience across several ITSM processes, such as:
• Incident management
• Problem management
• Change management
• Request fulfilment
• Configuration management
• Asset management
• Knowledge management
• Service catalogue management
• ServiceNow product ownership, architecture, consulting or implementation experience
• Experience with Jira Service Management or the wider Atlassian ecosystem is highly beneficial
• Ability to combine strategy and architecture with practical implementation
• Strong understanding of CMDB, integrations, data quality and platform governance
• Experience selecting or managing external implementation partners
• Strong requirements-gathering and workshop-facilitation skills
• Ability to communicate with developers, infrastructure teams, process owners and senior leadership
• Independent working style with strong ownership and problem-solving capabilities
• Willingness to work with either ServiceNow or an enhanced Atlassian environment
• Fluent German and English

• Salary of up to €110,000
• Permanent, full-time position
• Hybrid working with three days per week onsite in Bremen
• Greater flexibility may become available following successful onboarding
• Opportunity to shape an ITSM transformation from its earliest stage
• Influence over platform selection, architecture and implementation strategy
• Broad responsibility across processes, technology, governance and suppliers
• Combination of strategic ownership and practical implementation
• International working environment
• Long-term opportunity to become the central owner of the future ITSM platform
• Stable position within an innovative and technically advanced organisation

We are working with a highly innovative international technology and industrial organisation that is beginning a major transformation of its IT Service Management landscape.