IT Service Manager (Global role) (m/f/d)

LAPP is a family-owned company headquartered in Stuttgart and a global leader in cable and connection technology. Founded in 1959, we are still fully family-owned today. With around 5,700 employees, we are operating in over 80 countries – globally connected and regionally rooted. Working at LAPP means more: this is where inventive spirit and a hands-on mentality meet cherished values and tradition.

We offer all employees the freedom to develop and pursue new opportunities. Flexibility and personal responsibility are just as important to us as a family-friendly work environment. We value all our colleagues with their talents, ideas and perspectives.

After all, every personal contribution counts when it comes to meeting the needs of our customers from various industries together. Together we keep the industry alive: alive by LAPP – alive by YOU!

As an IT Service Manager (m/f/d), you will be responsible for ensuring, managing, and developing central IT services within the Lapp Group. You will guarantee stable, transparent, and customer-oriented IT operations and act as a link between IT and the specialist departments. Together with internal teams and external service providers, you will shape both the operational service management and the strategic development of the service portfolio – with the aim of meeting business requirements efficiently and sustainably.  

Tasks & responsibilities:

• Ensuring the continuous operation and improvement of core IT services throughout their lifecycle
• Responsible for service level management, including defining, monitoring and further developing service level agreements and KPIs.
• Defining, monitoring and quality assurance of relevant ITSM processes – for incidents, service requests, problems, changes and resource management.
• Operational coordination and management of external service providers to ensure quality service
• Compliance with contract and quality requirements
• Analysis of service data to identify optimization potential and lead and implement specific measures.
• Initiation and support of automation measures aimed at improving the efficiency of IT service management
• Close cooperation with internal departments
• Participating in the further development of group-wide IT service management and providing support in audits and compliance requirements.
• Active participation in the development of a standardized and future-proof IT service management system within the Lapp Group 

• A completed degree in information technology, computer science or a related field is desirable. 
• Strong professional experience in IT service management, ideally in an international or multi-sourcing environment 
• Sound knowledge of ITSM processes according to ITIL - ITIL certification (v3 or 4) is required. 
• Experience in managing external service providers and collaborating with various stakeholders 
• Understanding of service-related automation concepts and willingness to actively promote them. 
• Strong analytical and process-oriented thinking combined with a high level of customer focus 
• Independent, structured working style and clear communication skills 
• Very good written and oral skills in English. 

• Variety of tasks and responsibilities & plenty of scope for ideas
• Value-based family business
• Global player with flat hierarchies
• Flexible working hours models & hybrid work
• Work life balance 
• Personnel development, onboarding & individual support
• Annual international soccer- & volleyball tournament
• Opportunity to join benefits: Medical care, Multisport card, Retirement saving scheme etc.