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