Job Description
Klöckner & Co is one of the world's largest producer-independent steel and metal distributors and one of the leading steel service companies. Klöckner & Co serves over 90,000 customers through its distribution and service network with around 160 locations in 13 countries. By expanding its portfolio of CO2-reduced materials, services and logistics under the new umbrella brand Nexigen®, the company is underscoring its role as a pioneer of a sustainable steel industry. At the same time, as a pioneer of digital transformation in the steel industry, Klöckner & Co has set itself the goal of digitizing and largely automating its supply and service chain. In this way, the company aims to become the leading one-stop store for steel, other materials, equipment and processing services in Europe and America. In our Digital Hub kloeckner.i GmbH, we are bundling all projects geared to this under one roof. With currently 150 employees, we work hybrid at the Berlin and Duisburg sites.
The Digital, Information & Technology (DIT) team is introducing and optimizing digital solutions in all areas. As a member of the DIT Governance, you ensure our services match the value reception of our business globally and our processes are lean, robust, automated and lived. As the manager of the ITSM team you will be overall accountable for the definition and management of all IT processes. Therefore, you own the global IT service management tools and processes and drive the continuous review and optimization of the service structure and quality with all teams inside and outside the DIT team. All in all, you and your team enable each employee to get fitting services, information and support easily, fast and at good quality. In addition, you will be responsible for the IT Service Portfolio and Continual Service Improvement processes.
Your Role
- Understand Klöckner's business structure to align and shape the IT Service Portfolio accordingly
- Coordinate and lead the IT Service Management team being the first point of contact for any team related need
- Manage and improve management skills within the ITSM team
- Conducting Service review meetings and drive improvements
- Ensure delivery of efficient and cost optimized services to our business units
- Take ownership of processes affecting the whole IT and beyond
- Advise and support your team in design lean IT processes, maintain IT process descriptions and drive automation
- Ensure strong governance throughout the global organization
- Establish and monitor KPIs and SLAs
- Manage relationship to regional ITs and ensure global service delivery at good quality
- Support the team by periodically taking over the role of Manager on Duty (Mod) and managing Major Incidents during that time
- Listen and observe to identify and drive optimizations within overall IT service delivery
Must haves:
- Successful university degree in (business) informatics, technical academic training, comparable qualification or work experience
- ITIL Foundation (or comparable)
- 5+ years with common ITSM suites on the market
- 10+ years in IT operations and IT service management
- Exceptional motivation, training and negotiation skills
- Strong self-starter and self-developer mentality
- Strong leadership skills in motivation and team competence development
- High degree of strategic and entrepreneurial thinking
- Strong willingness to take over ownership and drive for results
- Professional German and English language skills
- Readiness to take the role of Manager on Duty with night shifts and on weekends
- ITIL Practitioner
- Experience in infrastructure and/or application operations
You report to the VP Global Infrastructure & Service Management. You work closely with all internal and external IT teams and providers.
- Hybrid with about 2 days onsite per week
- Preferred: Duisburg / from 2025: Düsseldorf
- Valid alternatives: Berlin and Remote