Service Manager – ITSM

About us:
Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €29.8 Billion international wholesaler with operations in 32 countries through 625 stores & a team of 91,000 people globally. Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Website:

Company Size:

Headquarters: Pune, Maharashtra, India

Type: Privately Held

Inception: 2011

Job Description
How you will make an impact:
We are responsible for ITSM processes (incident, problem and service request fulfilment). Our mission is to develop and continuously improve METRO's ITSM processes worldwide, while providing expert advice and support on tool handling and all ITSM-related questions. We share our know-how by conducting general and individual training sessions, ensuring knowledge is transferred effectively across the organization. In addition, we accompany and support the ISAE 3402 audit for Incident Management, strengthening trust in our processes.

Your Responsibilities:

• Developing, enhancing, and rolling out the Change Management process across the organization—from MVP stage to a mature, scalable model;
• Providing consulting and support for colleagues on Change Management and ensuring alignment with adjacent ITSM processes (Incident, Problem, Service Request);
• Embedding the Change process into technical solutions (e.g., JSM, Service Now), including approval flows, risk assessments, and change models;
• Conducting independent training on Change Management tools and workflows, including:
• Internal employees across all METRO companies
• External employees
• Providers and vendor partners
• Delivering onboarding for new employees regarding Change Management practices and governance;
• Actively contributing to the broader ITSM community, ensuring alignment and shared learning across processes;
• Recording new improvement ideas, managing them through the requirements process, and implementing them in collaboration with stakeholders;
• Ensuring Change process design supports compliance needs (e.g., audit readiness, governance frameworks);
• Collaborating on ITSM reporting needs related to Change activities and process performance;
• Analyzing process-related data and generating insights using SQL and JQL.

Qualifications
Required key competencies and qualifications:

• Proven experience in developing and implementing Change Management processes, ideally in a large or multi-country organization;
• Solid understanding of ITSM frameworks (ITIL) and their application across Incident, Problem, Change, and Service Request Management;
• Ability to work independently with ITSM tools (e.g. Jira Service Management, Service Now), including defining and embedding workflows;
• Experience in training delivery and materials creation for various audiences (internal, external, vendor);
• Good knowledge of SQL and JQL for reporting and data analysis;
• Experience in consulting stakeholders on process design and improvement initiatives;
• Familiarity with audit and compliance frameworks relevant to ITSM (e.g., ISAE 3402);
• Strong communication skills in English, both written and verbal;
• A collaborative mindset with the drive to scale processes and foster cross-team alignment.