KPMG IT Service OOD is an IT service provider with a mission to digitalize the core business of KPMG IT Service GmbH and KPMG AG in Germany and their clients across the globe. We employ around 200 people in Sofia and deliver the full spectrum of IT services to our clients, including Software Engineering, Application & Platform Operations, Infrastructure and Cloud, and Digital Process Compliance.
Our Applications Unit is responsible for the stable operation, application support and ongoing development of approximately 300 applications for KPMG Germany.
We are now looking for an experienced Service Manager - ServiceNow Operations to join our ServiceNow Operations Support Team.
On this role, you will act as the primary interface between clients, business stakeholders, and technical teams, ensuring the stable operation and continuous improvement of applications built on the ServiceNow platform.
The role combines service management responsibilities with elements of product ownership, including prioritization of requests, backlog management, and coordination with development teams to continuously improve ServiceNow-based solutions.
As a Service Manager - ServiceNow Operations, your focus will be to:
- Act as Service Manager / Service Owner for applications built on the ServiceNow platform
- Serve as the main point of contact for clients and internal stakeholders
- Review, analyze, and prioritize incoming requests and improvement initiatives
- Manage and maintain the service or product backlog
- Work closely with ServiceNow developers, architects, and operations teams
- Ensure stable operations, support, and continuous improvement of the applications
- Contribute to Agile ceremonies such as backlog refinement, sprint planning, and reviews
- Ensure solutions follow ServiceNow platform best practices
What you bring in:
- Experience with the ServiceNow platform or similar ITSM tools
- Ability to configure, customize, or work with ServiceNow to support business needs
- Experience with one or more ServiceNow modules (ITSM, CSM, HRSD, etc.) is a plus
- Manage, monitor, and improve tickets, requests, and workflows to ensure smooth platform operations
- Maintain platform stability, perform updates, and implement improvements
- Collaborate closely with business users and stakeholders, providing guidance, support, and gathering requirements
- ServiceNow trainings or related practical experience is a plus
- Experience participating in IT or ServiceNow-related projects
- Experience in Agile environments or cross-functional teams is a plus
- Ability to prioritize requirements and focus on delivering business value
- Strong stakeholder management and communication skills
Nice to Have:
- ServiceNow certification (e.g. CIS, CAD) is considered a strong advantage
- Experience in lateral leadership or cross-team coordination
- Experience with backlog management and prioritization
- Interest in UX and usability improvements
- Understanding of ServiceNow platform capabilities
- Practical experience working with ServiceNow-based solutions
Soft Skills
- Strong sense of responsibility and ownership
- Proactive mindset with willingness to continuously expand ServiceNow knowledge
- Service-oriented and customer-centric mindset
- Strong communication and collaboration skills
- Structured and analytical way of working
Language Requirements
- German – professional working proficiency (mandatory)
- English – professional working proficiency
What we offer:
- The chance to work in a top talent team
- Attractive remuneration
- Hybrid working model, currently structured as approximately 80% work from home and 20% office-based (1 day per week).
- Build knowledge in cutting-edge technologies
- Opportunity for continuous training, learning and certification
- Experience in an international and multicultural organization
- Work on challenging projects with clients in various industries around the globe
- Modern office environment
- Additional health insurance
- Life insurance
- 50+ benefits and services to choose from
If you are interested in further exploring this career opportunity, please send us your CV.
Only shortlisted candidates will be contacted.
