METRO AG

Manager

• Developing, enhancing, and introducing ITSM processes such as Incident Management, Problem Management, and Service Request Fulfilment;
• Providing consulting and support for colleagues on IM/PM/SR processes, including embedding them into technical solutions;
• Conducting independent training on ITSM tools (including reporting) and processes, and creating training materials for:
• Internal employees across all Metro companies
• External employees
• Providers
• Delivering onboarding for new employees in IM, SR, and PM processes;
• Actively moderating and taking joint responsibility for the ITSM community;
• Recording new ideas, managing them through requirements processes, and implementing them in collaboration with stakeholders;
• Ensuring compliance with ISAE 3402 audits (Incident Management);
• Taking technical responsibility for ITSM reporting and supporting the development of meaningful KPIs and data insights that guide continuous improvement;
• Contributing to the exploration and application of AI-supported features to improve process efficiency and incident/problem predictability in the future;
• Analyzing data and creating reports with the new ITSM tool.

Service Manager – ITSM