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Head of Unit - ITSM Processes (f/m/d)

Date: 16-Jul-2019

Location: Frankfurt am Main, HE, DE

Company: Deutsche Börse Group

Group Company: Deutsche Börse AG

Head of Unit - ITSM Processes (f/m/d)
Start: 01/07/2019 | Duration: [[cust_duration]] (in months) | Full-time 

Field of activity

The Department IT Infrastructure & Operations provides efficient and high-class IT infrastructure services and operates in the locations Eschborn, Prague, Luxembourg and Chicago. The area of responsibility covers the group wide Datacenter Management, development and operation of the global Trading/Clearing Network, the shared storage systems as well as the operation of IT Security solutions. Furthermore, IT Infrastructure governs central ITIL processes.


The ITSM process team is owner of several ITSM processes driving the increase of compliance and operational effectiveness and thus supports minimizing the overall business risk.

Join the team to build up, maintain, improve the provision of standardised methods and procedures used for efficient and prompt handling of operational processes.


The successful candidate will drive process ownership for e.g. the following ITSM processes based on the CoBIT framework: Manage Service Requests and Incidents, Managed Assets, Managed Configurations, Managed Operations.

This includes definition of processes and procedures, alignment with the Process Governance, implementation within the organization, alignment and requirement definition for tooling, reporting and of course continuous improvement.



• Lead, manage and coordinate the international ITSM Process Team

• Understand, supervise and drive activities related to the respective processes

• Align, plan and perform process implementation and continuous improvements with stakeholders across the organization

• Ensure high level of quality and provision of reporting towards the organization

• Drive continuous tool landscape improvement and harmonization

• Understand/interpret regulations and audit findings and provide purposeful remediation

• Provide education and trainings across the organization

• Ensure team members development (methodologically & soft skills)


Qualifications/required skills

• Experience in leading people

• Ability to lead and inspire people in a distributed international work environment

• Experience in building up of processes from design and alignment to implementation

• Ability to align and/or translate processes into actionable operations and drive process requirements into tool development

• Knowledge of ITIL and/or COBIT Industry best practices and IT organizations

• Proven ability to analyze, structure and follow up on improvement measures

• High ability to organize an effective and efficient work distribution within the team

• Understanding/interpreting of regulations and audit findings

• Superior collaboration and communication skills

• Professional working attitude with a strong sense of responsibility and the ability to see the bigger picture

• Articulated in English (additional language skills in German, French, Czech welcome) and willingness to travel (<15%)

There are numerous good reasons to work for us: responsibility at an early stage, attractive social benefits, an international work environment and a broad variety of career opportunities.

Are you interested in working with a pleasant and very dedicated team? Convince us with an appealing application. Please use our online application portal.

Deutsche Börse Group, Human Resources