ITSM Platform Transformation Lead

About us We are working with a highly innovative international technology and industrial organisation that is beginning a major transformation of its IT Service Management landscape. The current environment includes Jira, Atlassian and several open-source platforms supporting ITSM, CMDB, asset management, discovery and monitoring. The organisation is evaluating ServiceNow as a potential strategic platform while also assessing the future of its existing Atlassian-based environment. The successful candidate will join early enough to influence the process strategy, platform decision, target architecture, implementation approach and supplier selection. This is a process-led transformation role rather than a pure ServiceNow development or administration position. Tasks Assess the existing ITSM processes, platforms and governance landscape Identify process, technology, data and organisational gaps Help define the future IT Service and Process Management strategy Translate strategic objectives into a practical transformation roadmap Support the evaluation of ServiceNow against the existing Atlassian and open-source environment Help develop the commercial and operational case for the future platform Design and improve processes including incident, problem, change and request management Improve configuration, asset, knowledge and service-catalogue management Define the high-level architecture and governance model for the future ITSM platform Establish standards for platform configuration, integration, data and maintainability Take ownership of the platform roadmap and backlog where required Support implementation, migration, testing and operational handover Coordinate external implementation partners, consultants and support providers Facilitate workshops and translate stakeholder requirements into practical solutions Challenge unnecessary customisation and ensure the platform remains scalable Build internal ITSM knowledge and reduce dependency on external suppliers Drive continuous process improvement following implementation Support the expansion of standardised IT services across an international organisation Profile Senior experience in IT Service Management, IT operations or IT process management Previous involvement in a major ITSM implementation, migration or transformation Strong knowledge of ITIL-based processes and service-management governance Experience across several ITSM processes, such as: Incident management Problem management Change management Request fulfilment Configuration management Asset management Knowledge management Service catalogue management ServiceNow product ownership, architecture, consulting or implementation experience Experience with Jira Service Management or the wider Atlassian ecosystem is highly beneficial Ability to combine strategy and architecture with practical implementation Strong understanding of CMDB, integrations, data quality and platform governance Experience selecting or managing external implementation partners Strong requirements-gathering and workshop-facilitation skills Ability to communicate with developers, infrastructure teams, process owners and senior leadership Independent working style with strong ownership and problem-solving capabilities Willingness to work with either ServiceNow or an enhanced Atlassian environment Fluent German and English We offer Salary of up to €110,000 Permanent, full-time position Hybrid working with three days per week onsite in Bremen Greater flexibility may become available following successful onboarding Opportunity to shape an ITSM transformation from its earliest stage Influence over platform selection, architecture and implementation strategy Broad responsibility across processes, technology, governance and suppliers Combination of strategic ownership and practical implementation International working environment Long-term opportunity to become the central owner of the future ITSM platform Stable position within an innovative and technically advanced organisation Additional contact details Stewart Hudson StewartH@Energizerec.com