Head of IT Service Desk & IT Processes (m/f/d)

Would you like to actively shape the future of global IT Service Management? Then join our team as an Head of IT Service Desk & IT Processes (m/f/d) .

This position is initially offered on a fixed-term basis for six months.
Your responsibilities

• Build and continuously improve global IT Service Desk services, self-service offerings, standards, and tools.
• Define, harmonize, and govern core ITSM processes, including Incident, Request, Problem, Change, Knowledge, and Service Level Management.
• Drive ServiceNow adoption and ensure high ticket quality, process documentation, reporting, and standard operating procedures.
• Establish measurable service quality through KPIs, dashboards, escalation rules, and regular service reviews.
• Coordinate collaboration between Service Desk, Regional IT, Infrastructure Operations, and Application Management to enhance the user experience.
• Develop communication, training, and user enablement concepts to increase self-service adoption and process compliance.
• Support the ITSM roadmap and contribute to scalable global operating models.

Your profile

• Bachelor's degree in Information Technology, Business Administration, Technical Communication, or a comparable qualification; ITIL, ServiceNow, or ITSM certifications are considered an advantage.
• Several years of professional experience in IT Service Desk, IT Service Management, IT Process Management, or ServiceNow-oriented environments.
• Strong knowledge of ServiceNow or comparable ITSM platforms, as well as ITSM process design and documentation.
• Experience with Microsoft 365, reporting, KPI dashboards, and a solid understanding of infrastructure and application support processes.
• Structured, analytical, and quality-oriented working style with a strong service and customer focus.
• Excellent communication and facilitation skills, combined with the ability to continuously improve processes and work independently in an international environment.

At Kelvion we thrive on collaboration, embracing diversity of thought, and valuing every voice. Within Kelvion creativity shines because people are listened to, their contributions recognised, and their ideas welcomed. Our flexible approach to the way we work places people’s health and satisfaction as a priority, enhancing engagement and fostering career opportunities. We empower engaged individuals to grow, progress and carve their own paths within the company.
Together, We Shape the Future