IT Service Manager – Service Catalogue & Request Fulfilment

We want you to grow with us:

We are expanding our IT Operations & Support team and looking for an IT Service Catalogue & Service Request Fulfilment Manager to join us. In this role, you will take ownership of the service request fulfilment process and help shape our IT operations by standardising services and enhancing our self-service portal. Your work will improve the efficiency of IT services for our global teams, supporting a smooth and modern user experience.

What we can offer:

This role offers the chance to lead impactful projects, collaborate with international teams, and improve the way we deliver IT services across our organisation. You’ll play a key role in shaping our IT landscape while working in a supportive, innovative environment where your ideas and expertise will be valued.

How you will spend your time as our next IT Service Catalogue & Service Request Fulfilment Manager:

As our IT Service Catalogue & Service Request Fulfilment Manager, you will oversee the global service catalogue and request fulfilment processes, ensuring they meet the needs of our users and align with our business goals.

Key responsibilities include:

1. Owning and managing the global service request fulfilment process.
2. Collaborating with service partners to create and maintain high-quality service catalogue entries.
3. Working with tooling experts to develop and enhance our self-service portal.
4. Driving the continuous improvement of the service catalogue structure and tools.
5. Defining and optimising the approval processes for customer service requests.
6. Developing a strategy and roadmap for rolling out and improving the IT service catalogue.
7. Regularly reviewing and updating service catalogue data using KPIs and standard reports.
8. Standardising IT services to ensure consistency and alignment across teams.

What we expect of you:

Essential skills and experience:

1. Proven expertise in IT Service Management and experience managing service request fulfilment processes.
2. Hands-on experience with IT Service Management tools such as ServiceNow, including creating and managing service catalogue entries.
3. Strong knowledge of ITIL processes and principles (ITIL Foundation certification is a plus).
4. Experience in managing and maintaining Configuration Management Database (CMDB) solutions, including defining Configuration Items (CIs) and Request Items (RIs).
5. Excellent analytical skills with the ability to use KPIs and data to improve processes and service efficiency.
6. Strong communication skills with a service- and solution-oriented approach, capable of collaborating effectively with global teams and service partners.
7. Fluent in spoken and written English; German language skills are advantageous.

Valuable experience:

1. Familiarity with self-service portal design and enhancement, particularly in improving user interfaces and workflows.
2. Experience leading Service Desk or Helpdesk teams, including managing service delivery and meeting support targets.
3. A background in continuous improvement of IT services, focusing on innovation and efficiency.
4. Experience in a global or multicultural organisation, ideally in a manufacturing or food industry environment.

Important: Please note that a valid work and residence permit is required for non-EU applicants for this position.

About Intersnack IT: Intersnack IT KG is a member of the Pfeifer & Langen Industrie- und Handels-KG’s group of companies and a sister company to Intersnack Group. Established from the international harmonization and centralization of Intersnack Group’s IT estate, we are responsible for all group-wide IT services for and within Intersnack Group. It’s our target to provide the common IT infrastructure, aligned IT services and business solutions according to Intersnack’s requirements. Based on a solid digital foundation, Intersnack IT KG acts as a partner to all Intersnack functions, actively contributing to Intersnack’s business strategy. Explore exciting career opportunities and learn more by visiting our website at Intersnack IT KG.

About Intersnack Group: Intersnack has become one of Europe’s leading savory snacks producers by ‘creating happy snacking moments’ in people’s lives. Being privately owned, we operate with a long-term view and commit ourselves to a more sustainable world. Successful and sustainably growing, our turnover in 2022 was more than €3.7bn. We are now present in more than 30 countries across Europe and beyond. We have 12 regional Management Units, 42 production sites and a total workforce of approximately 14,000 people. For further company insights, please visit the following link: Intersnack Group Overview.

If you want to become part of our dynamic food industry success story, you’ll find all sorts of opportunities at Intersnack. Join our team and help us to grow and celebrate our successes together!