Senior Manager – ITSM

A leading investment firm based in Frankfurt is looking for a Senior Manager – Service Management to lead the development and optimisation of their IT service delivery and support model.

This is a pivotal role within the technology function, ideal for someone with strong service management experience in financial services, and a passion for building scalable, high-performing service frameworks from the ground up.

 Role Overview:

Title: Senior Manager – Service Management
Location: Frankfurt (Hybrid)
Language: Fluent German required
Type: Permanent, Full-time
Sector: Financial Services / Investment Management

 Key Responsibilities:

• Lead the definition and implementation of the firm’s IT Service Management (ITSM) strategy

• Establish and manage ITIL-based processes, including Incident, Problem, Change, and Service Request Management

• Drive continuous improvement in service delivery, SLAs, and end-user experience

• Implement and oversee service performance reporting, metrics, and governance

• Collaborate closely with infrastructure, security, and application teams to ensure seamless service integration

• Own relationships with third-party service providers and manage service-level agreements

• Contribute to the development of IT operating models and service design as the firm scales

• Support alignment with regulatory and internal control expectations (BaFin, DORA)

 Ideal Candidate:

• 7+ years’ experience in IT Service Management, with at least 2+ years in a senior/leadership role

• Strong experience implementing and optimising ITIL frameworks

• Deep understanding of service governance, metrics, and reporting

• Experience in Financial Services or other regulated industries is essential

• Strong stakeholder management and vendor oversight experience

• Fluent in German and English

We seek individuals from a diverse talent pool and encourage applicants from underrepresented groups to apply to our vacancies. Our commitment to fair recruitment processes means that we welcome applicants from all backgrounds, regardless of their lived experience or personal characteristics. We also invite applicants who meet most of the listed requirements, even if not all, to apply. If you require any adjustments to the application process, please let us know.

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