Program Project Management Lead

Project Role : Program/Project Management Lead

Project Role Description : Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.

Must have skills : ServiceNow IT Service Management

Good to have skills : NA

Minimum 12 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

IT Service Management & Process Ownership

Own, define, and continuously improve ITSM pro

cesses in accordance with the ITIL framework, with

a strong focus on Incident, Problem, and Change

Management

Act as Process Owner for core ITSM processes, en

suring clear process definitions, roles, responsibili

ties, and KPIs

Ensure consistent process execution and quality

across all IT service teams and regions

ITSM Tools & Platform Management

Design and maintain ITSM processes within:

• Atlassian Jira Service Management (JSM)
• Atlassian Jira
• Atlassian Confluence
  
  
  

Support and actively contribute to the migration

from Topdesk (legacy solution) to Jira Service Man

agement, including:

• Process mapping and redesign
• Tool configuration support from a process
  
  
  

perspective

• User enablement and documentation
  
  
  

Ensure process documentation and knowledge arti

cles are consistently maintained in Confluence

Service Lifecycle Management

Govern the full service lifecycle, from service design

and transition to operation and continual service im

provement

Maintain and evolve the IT Service Catalogue and

Service Descriptions, ensuring transparency and

alignment with business needs

Define service acceptance criteria, handover stand

ards, and operational readiness requirements

Governance, Compliance & Security

Define ITSM processes in compliance with ISO

27001, KRITIS, and internal security policies

Ensure audit-ready process documentation, evi

dence, and reporting

Support internal and external audits, including

preparation, execution, follow-up, and remediation

tracking

Collaborate closely with Information Security, Risk,

and Compliance teams

Coordination & Stakeholder Management

Coordinate all ITSM-related activities across IT Infra

structure, IT Products, IT Services, and business units

Act as an internal consultant for ITSM best practices,

governance, and service quality

Facilitate workshops, process reviews, and continu

ous improvement initiatives with stakeholders

Reporting & Continuous Improvement

Define and monitor ITSM KPIs, SLAs, and OLAs

Analyze operational data to identify process weak

nesses and improvement opportunities

Drive Continual Service Improvement (CSI) initia

tives based on data, audits, and stakeholder feed

back

Professional Qualifications

Academic degree in Business Informatics, IT Man

agement, Computer Science, or comparable qualifi

cation

3–5+ years of hands-on experience in IT Service

Management or IT process management

Strong practical experience with ITIL-based pro

cesses

ITIL certification (ITIL Expert / ITIL 4 Managing Pro

fessional or equivalent preferred)

Technical & Methodological Skills

Strong understanding of ITSM tools, ideally:

• Jira Service Management
• Jira
• Confluence
  
  
  

Experience with ITSM tool migrations or transfor

mations

Knowledge of ISO 27001, audit requirements, and

regulated IT environments (e.g. KRITIS)

Ability to translate business requirements into scala

ble IT processes

Experience with KPI definition, reporting, and ser

vice quality management

General & Personal Skills

Strong analytical and conceptual thinking

High service and customer orientation

Excellent communication and moderation skills

across technical and non-technical audiences

Ability to work independently as well as in cross

functional, international teams

High level of resilience, adaptability, and problem

solving capability

Strong organizational skills and attention to detail

Cost awareness and understanding of service effi

ciency

Fluent English (written and verbal) German is an

advantage, 15 years full time education

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