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Senior Service Process Architect (all genders)

Customer Services
Vienna FREQUENTIS AG From now on Full time
Job Introduction
Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience. 

As a Senior Service Process Architect, you will design and oversee the further development of our service management processes throughout the entire service lifecycle. You will also ensure governance, compliance and the ongoing development of our service management system, and drive continuous improvement and ITSM transformations.  
Key Tasks
  • Further development of the process model, taking into account ITIL best practices and other established frameworks. 
  • Ensuring compliance with service governance requirements and ISO 20000 standards, as well as supporting and facilitating internal and external audits. 
  • Defining and implementing SLAs, SLOs, KPIs, and OKRs to measure service quality and process performance. 
  • Establishing and continuously enhancing process performance reporting, including presenting results and improvement opportunities to relevant stakeholders. 
  • Analyzing process maturity, performance, and compliance, and deriving sustainable improvement measures. 
  • Leading ITSM tool transformations and migrations, including target operating model design, requirements management, and organizational rollout. 
  • Promoting process awareness, change management, and service management best practices across the organization. 
Key Qualifications
  • Several years of experience in IT Service Management, as well as process and quality management. 
  • Strong expertise in process architecture, governance models, and continuous improvement. 
  • Solid knowledge of ITIL, ideally with certifications beyond Foundation level, as well as hands-on experience with Service Management Systems; experience with ISO 20000 is considered an asset. 
  • Proven track record in ITSM tool implementations, transformations, and migration projects. 
  • Excellent stakeholder management, communication, and change management skills. 
  • Fluent in English; German language skills are an advantage. 
Our Values
Around 2,900 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.
Benefits

Working at Frequentis means making the world a safer place every day, enjoying long-term career opportunities, and benefiting from numerous employee benefits. These include, among others, a working time model based on trust, the option to work from home, a choice of IT equipment, a public transport ticket for Vienna or a parking space subject to availability, our Lunch Bonus in the office, the option to take a sabbatical, a comprehensive onboarding programme, and numerous opportunities for professional and personal development. You can find even MORE benefits on our careers website.


Vertrauensarbeitszeit Betriebsrestaurant  Home Office  Smartphone Public transport subscription  Mentoring  Aus- und Weiterbildung  Fitness und Co 
TRUSTED OFFICE HOME OFFICE / MODERN PUBLIC TRANSPORT / MENTORING TRAININGS
 FITNESS /
WORKING HOURS RESTAURANT WORKATION IT-EQUIPMENT PARKING SPACE PROGRAM JOBRAD
Benefits

Working at Frequentis means making the world a safer place every day, enjoying long-term career opportunities, and benefiting from numerous employee benefits. These include, among others, a working time model based on trust, the option to work from home, a choice of IT equipment, a public transport ticket for Vienna or a parking space subject to availability, our Lunch Bonus in the office, the option to take a sabbatical, a comprehensive onboarding programme, and numerous opportunities for professional and personal development. You can find even MORE benefits on our careers website.


Vertrauensarbeitszeit Betriebsrestaurant  Home Office  Smartphone Public transport subscription  Mentoring  Aus- und Weiterbildung  Fitness und Co 
TRUSTED OFFICE HOME OFFICE / MODERN PUBLIC TRANSPORT / MENTORING TRAININGS
 FITNESS /
WORKING HOURS RESTAURANT WORKATION IT-EQUIPMENT PARKING SPACE PROGRAM JOBRAD
Salary
The remuneration for this position consists of: The collective agreement minimum salary of EUR 51,548 gross per year (based on a 38.5 hour week) PLUS an overpayment in line with the market depending on your professional qualifications and experience. What else is important to you? We look forward to receiving questions from our future #ExpertsForASaferWorld.
Apply now
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https://www.frequentis.com/karriere/hrprofils/images/Frequentis_Lisa_Schirmbrand_Florentina_Olareanu_web.jpg profile picture.

Lisa Schirmbrand

Human Ressources | Lisa.Schirmbrand@frequentis.com | Social media contact

I have studied business education, and already during my time at university, I discovered my passion for recruiting and employer branding. I care deeply about to find motivated individuals who enjoy their work for Frequentis.
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At Frequentis we don’t just create innovations,
we create a kind of wonder
to make the world a safer place.
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