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Associate Director IT Service Owner – Service Desk
BioNTech SEIT Service Owner responsible for global management of digital workplace solutions, ensuring compliance and optimization. Collaborate with stakeholders and oversee service performance in Mainz, Germany.
Tech Stack
Tools & technologiesITSMServiceNowTypeScript
About the role
Key responsibilities & impact- End-to-end management of digital workplace services in compliance with ITIL processes, quality, compliance, and regulatory requirements (including definition and monitoring of KPIs, ensuring GxP requirements, and performing risk assessments for new or changed services)
- Oversight and management of external service providers (including adherence to contracts and defined SLAs) and coordination with Service Delivery and Service Managers to ensure operational service delivery and continuous service improvement
- Identification of improvement opportunities and emerging technologies, conducting market analyses, and integrating new solutions into the existing IT landscape (including managing the service pipeline and decommissioning services that are no longer required)
- Monitoring service performance and stability and producing reports on quality, usage, and efficiency (including cost assessments and incident analyses to proactively optimize services)
- Central point of contact and escalation for internal and external stakeholders (including coordination with Service Owners, business units, IT leadership, Compliance and Security teams, and Service Integration Managers on service performance and development)
Requirements
What you’ll need- Completed vocational training (e.g., IT specialist in system integration or equivalent) with at least 5 years of professional experience, or a university degree with at least 5 years of experience and role-specific expertise
- Extensive experience (5+ years) in managing and coordinating external service providers
- Deep knowledge of ServiceNow (ITSM module) and experience with Genesys Contact Center
- Thorough understanding of IT processes, including practical application, and strong knowledge of ITIL processes and service management (ITIL certification preferred)
- Ability to bridge technical and strategic requirements, develop innovative solutions, and apply analytical thinking
- Practical experience in IT Service Management and working in international teams; strong sense of ownership and organizational skills
- Excellent written and spoken German and English
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service ManagementRisk AssessmentKPI Definition and MonitoringCost AssessmentIncident AnalysisService Pipeline ManagementGxP RequirementsMarket AnalysisService DecommissioningQuality Assurance
Soft Skills
Organizational SkillsOwnershipCommunication SkillsCollaborationProblem-Solving
Certifications
ITIL Certification