Stellenbeschreibung

For our client we are looking for an Expert (m/f/d) in Organizational Development in IT Service Management.

Start: 06.10.2025
Duration: 31.12.2025 (long term engagement (2026))
Capacity: Full-time (100% preferred)
Location: 75% Remote, 25% Berlin (1 week Berlin / 3 weeks remote in rotation), up to 50% onsite in peak times
Language: English, German is a plus

Project Description:
As part of his digital transformation, the client is launching a strategic initiative to enhance our service definition framework, aligned with ITIL 4 best practices. This project will strengthen the service management capabilities through a comprehensive service catalog review and documentation process. Following ITIL's Service Value System (SVS) approach, they will address current gaps in service documentation while establishing clear roles and responsibilities at both group and local levels, ensuring value co-creation between service providers and consumers. Updating the organizational structure based on the
service catalog, incl. clarifying responsibilities and defining interfaces will be key parts of the project.

General Description
This project will enable better cost tracking, efficient project classification, and consistent service delivery across the organization. The resulting framework will provide a foundation for scaling operations and adapting to evolving business needs, particularly in managing changes and new requirements.

Scope of Work
Objective 1: Consult in the clarification of responsibilities and structural alignment based on the expanded service catalog (L2–L5).

Objective 2: Advise the documentation and communication of service-related roles, responsibilities, roadmaps and interfaces.

Objective 3: Definition of organizational structure based on service catalog, incl. clarifying responsibilities and defining interfaces.

Objective 4: Design a roadmap for organizational development and change activities.

Skills (must-have):
- Experience in infrastructure industries (e.g., TSO, energy, utilities)
- Experience in large-scale organizational development / digital transformation projects
- Experience in advising and facilitating leadership teams and organizational units during transformation initiatives
- Experience in transformation processes in complex, multi-layered organizations.
- Experience in designing and implementing change initiatives that address structure, culture, and collaboration.
- Understanding of IT Infrastructure - General understanding of networks, servers, cloud, storage, security, EUD and operational dependencies
- Service Design & Definition - Experience in creating service catalog, defining SLAs, and structuring governance models.
- Experience in communication across different groups of stakeholders, e.g. IT teams, business units, and leadership and in aligning of service expectations
- Experience in linking service architecture and organizational structures to strategic goals.

Skills (should-have):
- Certified/trained in change management, organizational development, or service management (e.g., ITIL, Prosci)
- IT Service Management (ITSM) Knowledge - Familiarity with frameworks such as the ITIL and service lifecycle management.