We are Loh Services. Organisational experts, business partners, information HQ and service centre. Part of the Friedhelm Loh Group. Family-owned business, global player, leading innovator and top employer.
Head of IT Service Management (m/f/d)
Loh Services • Haiger
Loh Services
Haiger
Hybrid (On Site / Home Office)
As the Head of Service Management in the IT department, would you like to be responsible for establishing, leading, and continuously developing a modern service management organization to ensure, in collaboration with other IT departments, stable, high-quality, and customer-focused end-to-end services for our business units?
As the Head of Service Management in the IT department, would you like to be responsible for establishing, leading, and continuously developing a modern service management organization to ensure, in collaboration with other IT departments, stable, high-quality, and customer-focused end-to-end services for our business units?
Tasks
- Overall responsibility for the IT Service Management department (both technical and managerial) and fostering an open, trusting, and performance-oriented team culture
- Further development of a modern, scalable, and clearly structured ITSM organization—including role models, responsibilities, and efficient interfaces
- Responsibility for all ITSM processes (e.g., Incident, Problem, Change, Request, SLA) and ensuring high process quality in accordance with ITIL
- Definition, management, and continuous optimization of relevant KPIs, SLAs, and service level structures
- Active involvement in shaping the future IT organization (e.g., Plan-Build-Run models, product and platform structures)
- Close collaboration with other IT managers, service owners, and business stakeholders to ensure stable services and a consistent customer experience
- Close collaboration with the directly reporting group managers of the IT Infrastructure, Software Services, and End User Service divisions
Profile
- A degree in (Business) Computer Science or a comparable IT qualification with relevant professional experience
- Several years of experience in IT service management, as well as proven leadership experience in a managerial or comparable leadership role
- Proven experience in establishing or further developing ITSM organizations—ideally based on ITIL
- Understanding of modern IT organizations and their interaction with traditional ITSM processes
- Broad technical foundation (e.g., infrastructure, application operations, platforms)
- Very good knowledge of ITIL; certifications are a plus
- Experience with agile methodologies (e.g., Scrum)
- Ability to communicate complex issues clearly, in a structured manner, and tailored to the audience
- Strong customer focus, analytical thinking, and a solution-oriented approach
- Empathetic, strong communicator, and inclusive leader with a pronounced people management mindset
What we offer
30 days’ holiday
Holiday pay and Christmas bonus
Opportunities for personal growth
Flexible and mobile working
Regional childcare facilities during school holidays
Bike Leasing
Pension benefits
Corporate Benefits
Free parking and good transport links
Subsidised canteen (selected locations)
Contact person
Sounds interesting?
Apply nowOur application process
Online application
You can apply for your prospective job in just a few clicks using our online form. Simply upload your CV and any other relevant documents that you wish to include. You will then receive a confirmation email from us.
Review of your documents
Now it’s over to us: We will review your application fairly and get back to you as soon as possible by email or phone. It is very important to us to review each application carefully and with due consideration. To that end, our response time may vary depending on the number of applications that we receive
Getting to know each other
We look forward to learning more about you and invite you to an initial meeting – either virtually or on site. If it’s a good fit for both parties, we typically will follow this up with further conversations to discuss any outstanding questions or issues.
Contract offer
If we are both convinced that it is the right fit, we will put everything in place ready for you to join us and send you your offer and personal contract. And then, all that remains to say: Welcome to the Friedhelm Loh Group!
What our colleagues have to say
Jan Honnef
Group Leader, “End User Service – Remote Support Client” at Loh Services
Delivering rapid support whenever colleagues are experiencing technical difficulties with their computers, printers and other devices.
