ITSM Platform Transformation Lead (m/f/d)

???? Bremen – Hybrid
???? Up to €116,000 fixed annual salary
???? Three days per week on-site
???? Permanent position

The Opportunity

A major international high-tech organisation is beginning a wide-ranging transformation of its IT service-management landscape.

The current environment combines Jira/Atlassian with several specialist and open-source solutions across ITSM, CMDB, asset management, discovery and monitoring. The organisation is now evaluating the future of this landscape, including the potential introduction of ServiceNow.

They are looking for a senior ITSM Platform Transformation Lead to help shape this journey from the beginning. You will influence the platform strategy, target architecture, process design, supplier selection and implementation roadmap.

This is not a pure ServiceNow development or administration position. It is a senior transformation role combining IT service management, process improvement, platform architecture, product ownership and hands-on delivery.

Your Role

• Help define the future strategy for IT service and process management.
• Assess the current ITSM, tooling and process landscape.
• Support the evaluation and selection of the future enterprise ITSM platform.
• Design the target architecture, governance model and transformation roadmap.
• Improve ITSM processes across incident, problem, change, request and configuration management.
• Establish clearer process ownership, standards and service governance.
• Develop CMDB, service catalogue, asset-management and service-portal capabilities.
• Translate business and operational requirements into scalable technical solutions.
• Coordinate internal teams, implementation partners and external service providers.
• Support supplier selection and challenge proposed solutions where necessary.
• Take ownership of the future platform roadmap and development backlog.
• Contribute directly to solution design, testing, configuration and implementation.
• Improve automation, service-request fulfilment and the internal customer experience.
• Support the expansion of standardised IT services across an international organisation.
• Help develop internal platform knowledge and reduce dependency on external suppliers.

How the Role Will Evolve

During the initial strategy and evaluation phase, the role will be approximately 80% focused on architecture, process design and transformation planning.

As the implementation begins, the position will become more balanced between strategic ownership and hands-on delivery.

Following go-live, the focus will shift towards platform ownership, architecture, governance and continuous improvement.

Your Background

You should bring:

• Senior experience in IT service management, IT process management or ITSM transformation.
• Previous involvement in an ITSM platform implementation, migration or major modernisation programme.
• Strong knowledge of ITSM processes, including incident, problem, change, request and configuration management.
• A process-first mindset and the ability to look beyond the technology itself.
• Experience translating operational and business requirements into technical solutions.
• A good understanding of ITSM platform architecture, integrations and data.
• Strong stakeholder-management and workshop-facilitation skills.
• Experience working with implementation partners, consultancies or external service providers.
• The ability to communicate with technical specialists, service owners and senior leadership.
• The flexibility to move between strategic architecture and practical implementation.
• Strong German and English communication skills.
• The ability to work independently and take ownership of complex transformation topics.

Desirable Experience

Any of the following would be advantageous:

• ServiceNow architecture, consulting, product ownership or implementation experience
• Jira Service Management or wider Atlassian experience
• ITIL certification
• CMDB and configuration-management experience
• IT operations management, discovery or monitoring
• Software or hardware asset management
• Service catalogue and employee portal development
• Enterprise service management
• International or group-wide IT transformation programmes
• Experience within a regulated or security-sensitive organisation

Ideal Candidate

This opportunity would suit an experienced ITSM Transformation Lead, ServiceNow Product Owner, Platform Architect or senior Service Management Consultant who has helped move an organisation from a fragmented legacy environment towards a modern enterprise platform.

You should be comfortable advising senior stakeholders and defining architecture and governance, while remaining close enough to the technology to support implementation, integration, testing and operational adoption.

The organisation is open to candidates whose experience is not exclusively focused on ServiceNow. Broader ITSM transformation experience, architectural thinking and a strong understanding of process improvement are equally important.

Package and Working Conditions

• Fixed annual salary of up to approximately €116,000
• 13 fixed salary payments per year
• No performance-related variable component
• Permanent employment
• Hybrid working model
• Minimum three days per week on-site in Bremen
• Additional on-site presence expected during onboarding
• Potential for greater flexibility following successful onboarding and probation
• Fully remote working is not available

Interview Process

The process is expected to include two stages:

1. An initial interview focusing on motivation, cultural fit and relevant ITSM transformation experience.
2. A deeper technical and process-focused discussion covering architecture, platform implementation, stakeholder management and problem-solving.

This is an opportunity to take ownership of a transformation at its earliest stage and directly influence the processes, platform and operating model that will support a complex international organisation for years to come.