ITSM / ITIL 4 Experte

Confidential

Luzern, Luzern, Switzerland permanent

Posted: March 11, 2026

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Quick Summary

Analyze current IT service management processes, develop a new IT service management process portfolio, and establish a sustainable governance structure.

Required Skills

IT Service Management ITIL 4 Gap Analysis Process-Oriented Work Maturity Assessment Governance Implementation KPI Framework Roadmap Workshops Regulated Industries

Job Description

Für die Weiterentwicklung des IT Service Managements (ITSM) in einem Versicherungsunternehmen suchen wir einen erfahrenen ITSM / ITIL 4 Experten. In dieser Rolle analysierst du bestehende Betriebs- und Service-Management-Prozesse, definierst ein zielgerichtetes ITSM-Prozessportfolio und entwickelst eine nachhaltige Governance-Struktur.

Ziel ist es, die Prozessreife im IT-Betrieb systematisch zu erhöhen, klare Rollen und Verantwortlichkeiten zu etablieren und eine mehrjährige Roadmap für die ITSM-Weiterentwicklung aufzubauen.

Aufgaben

• Durchführung einer Gap-Analyse der bestehenden IT-Betriebs- und Service-Management-Prozesse im Vergleich zu ITIL 4

• Definition des relevanten ITSM-Prozessportfolios

• Planung und Durchführung eines Maturität-Assessments inkl. Zielreifegrade und Handlungsempfehlungen

• Aufbau eines ITSM-Governance-Modells (Process Ownership, Rollen, RACI)

• Entwicklung eines KPI- und Reporting-Frameworks zur Prozesssteuerung

• Erarbeitung einer mehrjährigen ITSM-Roadmap zur Steigerung der Prozessmaturität

• Moderation von Workshops mit IT-Betrieb, Fachbereichen und Management

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