Service Manager – ITSM

METRO AG

Service Manager responsible for ITSM processes at Metro Global Solution Center. Enhancing service operations and fostering community within global ITSM practices.

Posted 5/1/2026full-timeRemote • Pune • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMSQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Profound knowledge of ITSM processes (Incident, Problem, Service Request Management) and related reporting;
Experience in developing, maintaining, and improving ITSM processes, ideally within a global organization;
Strong ability to independently learn and work with ITSM tools, including creating and delivering training materials;
Knowledge of SQL as a prerequisite for data analysis and reporting;
Ability to consult colleagues on process design as well as provide technical support for embedding processes in tools;
Experience with ISAE 3402 audits related to Incident Management;
Interest in shaping the future of ITSM through KPI-driven approaches, data interpretation, and emerging AI capabilities;
Strong communication and presentation skills in English (written and verbal);
Collaborative mindset with enthusiasm for building communities and driving continuous process improvements.

Benefits

Comp & perks

Employees can work remotely

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITSM processesIncident ManagementProblem ManagementService Request ManagementSQLdata analysisreportingKPI developmentAI-supported featuresprocess improvement

Soft Skills

independent learningcommunication skillspresentation skillscollaborative mindsetenthusiasm for community buildingconsultingtechnical supporttraining deliverymoderationresponsibility

Certifications

ISAE 3402