Senior ITSM Consultant with German (f/m/x)

Technologies we use

Expected

• IT Service Management (ITSM)
• ITIL

Optional

• ServiceNow

About the project

ServiceNow Competency Center provides services to customers from various industries in Europe and the United States. We specialize in improving customer platforms, optimizing and digitizing process flows, and expanding platform usage within the customer organization. Our experience spans among ITSM / ITOM / ITAM / HRSD / SecOps / SPM / CSM modules.

We support a leading financial services client with consulting and operational expertise across key ITIL processes, aiming to further develop and stabilize a high-performing IT service organization. Our focus is on clearly defined processes, measurable KPIs, and consistently high service quality. We are looking for experienced ITSM consultants who combine strong theoretical knowledge with a pragmatic, hands-on approach to process optimization and implementation.

Your responsibilities

• Provide consulting, analysis, and continuous improvement of customer-specific ITSM processes, particularly across core ITIL processes (Incident Management, Problem Management, Change Management, Service Request Management, Change Enablement)
• Identify process weaknesses and develop sustainable improvement measures in close collaboration with relevant departments
• Act as the interface between operations, service owners, and management stakeholders
• Support the introduction and operationalization of ITIL best practices within live operational environments
• Establish and maintain SLA and KPI reporting to enable effective governance and continuous optimization of service processes
• Implement quality assurance measures and support audits as well as regulatory requirements within the financial services sector
• Design and deliver workshops, training sessions, and enablement initiatives for support and process

Our requirements

• Minimum 5 years of proven professional experience in IT Service Management (ITSM), preferably within regulated industries such as financial services, insurance, or banking
• In-depth understanding of the ITIL framework and the practical application of its process landscape
• Demonstrated experience in IT process management, including continuous improvement and optimization initiatives
• Completed degree in Information Technology or a related field, or an equivalent combination of education and relevant professional experience
• Strong communication and facilitation skills, with the ability to engage effectively across different stakeholder levels, including senior management
• Business-fluent German language skills (C-level proficiency) and fluent English language skills, both written and spoken
• Structured, self-driven, and solution-oriented working style
• Strong team orientation combined with a high level of customer focus
• Ability to quickly understand complex system landscapes and business environments
• Residing in Poland required

Optional

• Knowledge of common ITSM tools (e.g., ServiceNow, Jira Service Management, HP Service Manager, or similar)
• Basic technical understanding of IT infrastructures (client/server, network, virtualisation, cloud services)
• ITIL certification (at least Foundation, ideally Managing Professional/Practice Manager)
• Project management certification (IPMA, PRINCE2, or similar)

What we offer

• Great Place to Work since 2015 - it’s thanks to feedback from our workers that we get this special title and constantly implement new ideas
• Employment stability - revenue of PLN 2.1BN, no debts, since 2006 on the market
• We share the profit with Workers - over PLN 76M has already been allocated for this aim since 2022
• Attractive benefits package - private healthcare, benefits cafeteria platform, car discounts and more
• Comfortable workplace – class A offices or remote work
• Dozens of fascinating projects for prestigious brands from all over the world – you can change them thanks to Job Changer application
• PLN 1 000 000 per year for your ideas - with this amount, we support the passions and voluntary actions of our workers
• Investment in your growth – meetups, webinars, training platform and technology blog – you choose
• Fantastic atmosphere created by all Sii Power People

Recruitment stages

• Send your CV
• Talk to us about your expectations
• Learn more about our projects and choose the best
• Start your adventure with Sii!

Sii Sp. z o.o.

Sii is the leading technology consulting, digital transformation, engineering, and business services vendor in Poland. We already employ more than 7 300 professionals and implement projects in a variety of industries for clients from many countries around the world. The Great Place to Work title, won 10 times in a row, proves that at Sii, we create a friendly work environment.

Sii ensures that all employment-related decisions are made solely on the basis of qualifications and competencies. We are committed to equal treatment of all individuals, regardless of any protected characteristics, and promoting a diverse and inclusive work environment.

This is how we work