ITSM Process Owner (m/f/d)

ITSM Process Owner (m/f/d)

The Group IT Strategy, Sourcing & Transformation department is the driving force behind shaping and executing the One IT vision across the organization.

Through Enterprise Architecture Management, IT Governance, and Service Management,the department fosters collaboration, enforces governance policies, and harmonizes IT processes across the group.

To strengthen our team are looking for a senior ITSM professional who is accountable for the design, documentation, performance, and continuous improvement of one or more IT Service Management processes across Fresenius Digital Technology. You will ensure end‑to‑end ownership, ITIL best practices, and compliance with regulatory and contractual requirements.

Your responsibilities:

• Own and maintain the assigned ITSM process, including process objectives, policies, inputs, outputs, interfaces, KPIs, and quality attributes

• Ensure conformity with ITIL, legal, audit and contractual requirements

• Drive process harmonization and standardization across segments

• Maintain all process‑related documentation (SOPs, WIs, training content)

• Define, monitor, and report process performance through KPIs; ensure transparency and timely updates on risks, dependencies, and progress

• Ensure integration across ITSM practices

• Own process maturity roadmap and improvements

• Lead stakeholder alignment and communication

• Provide expert guidance and training

Your qualifications:

• At least 5 years of experience in ITSM or governance roles

• Proven experience in IT Service Management, ITIL‑based process ownership, process modelling (BPMN 2.0), and governance frameworks

• Hands‑on experience with ServiceNow (especially ITSM e.g SPM, Catalog, Incident/Problem workflows)