IT Service Desk Manager / ITSM Product Owner

Job Description

Company Description

Are you looking for a new opportunity? Are you keen on IT and Service Management, being part of the great team in dynamic setting? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the change to improve quality of life all across the globe.

Welcome to Bosch!

For our IT team we are looking for an ITSM Service Owner (f/m/div.).

You will be part of the central IT Technology Team in Bosch Service Solutions. We are looking for an experienced person in ITSM with good knowledge of the ServiceNow Software, mastering the service functionality, use of tools and the relationship with users while managing the internal service delivery.

Job Description

• As IT Service Desk Manager you will take over ownership and responsibility for functional steering and coordination of our globally distributed IT Service Desk team
• Implementation and ongoing management of KPIs and goals incl. continuous review and improvement
• Perform regular service reviews with relevant stakeholders to ensure efficiency and fulfilment of support process’
• As ITSM Product Owner you will have a breadth of knowledge in IT Service Management, specifically for Incident, Problem, Request and Change Management processes in order to increase adherence and to identify potentials for process optimization and automation
• Position/Act as an operational representative (Vendor Manager) for Bosch Service Solutions within the global governance of the ServiceNow platform in relation to the internal provider as well as other 3rd party vendors
• Coach, train and support with expertise our internal stakeholders
• Proactively identify platform enhancements to maximise value, the creation of strategic roadmaps and continual improvement plans for the platform, in collaboration with stakeholders
• Technical governance to ensure a seamless user experience that aligns with the platform design strategy

Qualifications

• Education: successfully completed studies in computer science, business informatics or a similar field or comparable education with relevant professional experience (Master or Bachelor Degree). ITIL qualifications desirable.
• Experience and Know-How : multiple years of experience in IT Service Desk Management and operations (L1 conception, steering and optimization). Knowledge and 5+ years of practical experience in design, integration, and operation of Service Management tools. Experience working in ITIL driven environments.
• Language skills: Very good written and spoken English and German language skills.
• Personality: Flexible with excellent communication-, coordination- and organization skills, structured way of working with ability to own the vision and definition of the service
• Your way to work: You approach tasks analytically, in a structured and solution-oriented manner. You will use your skills to provide optimal solutions that move the company forward.
• Enthusiasm: You have the courage to embrace change, are open to uncertainty and enjoy building and developing relationship network.

Additional Information

Job Location