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IT Service Management Architect (f/m/d)

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Date: 27-Jan-2023

Location: Hannover, DE

Company: Uniper



For our Service Management Operation & Integration team in Hannover, Würzburg, Düsseldorf, Gelsenkirchen, Regensburg oder Landshut we are looking for you!



What we offer
At Uniper, we believe in rewarding our employees for their hard work. We offer competitive salaries, company pensions and performance related benefits. Our people can also take advantage of our extensive flexible benefits package with discounts on high street vouchers, health and dental care, holidays and more.



How we work
Our people are key to our success. Our core objective is to provide them with a supportive and entrepreneurial work environment that fosters collaboration. This allows our people to take responsibility and make optimal use of their skills. Together, we want to shape the future of energy.



What we are looking for

  • Creates and maintains the IT Service Management architecture and processes towards the ITIL framework
  • Defines the ServiceNow interface roadmap aligned to the ServiceNow implementation plan and iterative functionality enhancements.
  • Setup rules and guidelines for organizing and managing service management organization, processes and tools
  • Coordinate with process and operational leaders and technical experts to ensure the process is aligned with the tooling
  • Supports strategic IT Service Management projects and works closely with all IT departments
  • Supports creating accurate documentation for ITSM processes and ensure processes are trained and understood
  • Acts as a first point decision authority for the Service Management team. Negotiates any service management architectural and process decisions with the Leading Decision authority.
  • Regularly reports progress on planned architecture initiatives and on any obstacles.
  • Collaborates with senior IT leadership team to develop a seamless, end-to-end IT services strategy and services architecture.
  • Supports the work of service process analysts and service performance analysts to design and implement best-in-class IT service standards and processes.



Who we are seeking


  • Bachelor’s or master's degree in computer science, information systems, business administration, related field or equivalent work experience.
  • ITIL certification, or equivalent certificate, or experience.
  • 3+ years of experience in managing an ITIL process in a multi-vendor ecosystem
  • 10+ years of experience in IT Service Management across various architecture and delivery roles within organisations that span many physical locations, preferable across multiple countries.
  • 3+ years as a service architect, including new architecture blueprint and roadmap development.
  • At least two, preferably more than three ServiceNow transformation or service improvement projects; at least one in a lead architecture role.
  • Excellent understanding of the ServiceNow platform, modules, and related ecosystem gained through experience in multiple transformation projects.
  • Demonstrated experience of influencing key stakeholders across the organisation and within complex contexts to negotiate key architectural direction and decisions.
  • A deep understanding of the business value potential of exceptional IT Service Excellence and operational performance.



  • Experience of green-field ServiceNow implementation and migration from existing ITSM tools to ServiceNow.
  • ITIL v4 certification.
  • Hands on experience with writing Service Operating Process and Procedures.
  • Third-party management skills, working closely with sourcing and vendor managers.
  • Build and implementation of Service Improvement Plans.
  • Ability to develop staff including coaching, mentoring and performance management.
  • Demonstrable skill in researching and developing business cases.
  • A track record in integrating IT controls and compliance into efficient operational processes.




If you have any questions about this role, please contact:
Nadine Peralta da Margarida
Please note that applications by e-mail cannot be considered for data protection reasons.



Job information

Contract type: Unlimited  
Working Hours:     Full time,  
Start Date:  

Home Office in %:  




Uniper is an equal opportunity employer and encourages applications from appropriately qualified and suitable candidates regardless of gender, origin, disability, age, religion, worldview, sexual identity or family status. We promote diversity, equality and flexible working.