Process manager - ITIL Process Specialist Team Lead

Your future team

You will join our IT Service Management organization, a collaborative team focused on designing, operating, and continually improving IT services that support our business. Working closely with service owners, operational teams, and leadership, you will help shape our ITIL practices and strengthen our culture of operational excellence across the company.

 

The advantages of joining us

 

• Career growth, your way: access to training, certifications, and a clear progression path in IT Service Management and leadership.
• Global impact, local connections: work with diverse stakeholders across the organization while contributing to strategic IT initiatives.
• Innovative work that matters: help design and improve key ITIL practices that directly influence service performance and customer satisfaction.
• Inclusive, flexible culture: collaborate in an environment where your ideas are valued and work-life balance is supported.
• Purpose-driven work: contribute to continuous service improvement initiatives that enhance the experience of our internal and external customers.

 

How you’ll contribute to our success

 

• Lead and coordinate the ITIL Process team, setting clear priorities and fostering effective collaboration across process domains.
• Own and further develop the Service Level Management practice, including the definition and governance of SLAs, OLAs, and service performance indicators, as well as monitoring, reporting, and continuous improvement.
• Take ownership of, or significantly contribute to, Problem Management by driving root cause analysis, reducing recurring incidents, and ensuring robust corrective and preventive actions.
• Ensure consistency and alignment across major ITIL processes (Incident, Change, Configuration, Event, Knowledge, Release, Capacity, Continual Improvement, etc.) in close collaboration with other process owners and managers.
• Define governance, workflows, roles, success metrics, and KPIs for owned processes, providing regular reporting, insights, and recommendations to management and key stakeholders.

 

Your skills

 

Must have

 

• Strong experience in IT Service Management and ITIL practices, with proven expertise in Service Level Management.
• Solid experience in Problem Management and service performance improvement.
• Experience in leading or coordinating a team in a process management, ITSM, or governance-focused environment.

 

Nice to have

 

• ITIL certification.
• Experience defining process frameworks, governance models, and performance indicators in a complex IT environment.
• Experience with continuous improvement initiatives and service quality enhancement.

 

Soft skills

 

• Strong analytical capabilities, with the ability to translate operational data into clear, actionable improvement plans.
• Excellent communication and stakeholder management skills, with the ability to engage confidently at different levels of the organization.
• Ability to work both strategically and operationally, with a proactive and hands-on mindset.
• Strong facilitation, coaching, and change management skills to guide teams through process and behavioral change.
• Collaborative mindset, fostering cross-team partnerships and a culture of continuous improvement.

 

IT skills

 

• Good understanding of ITSM tools and platforms and their use in supporting ITIL processes.
• Proficiency in using reporting and analytics tools to monitor service performance and process KPIs.
• Solid knowledge of core ITIL processes and their interdependencies across the IT value chain.

 

Languages

 

• Proficiency in English (written and spoken).
• Additional languages are considered an asset.

 

Your role as a Leader

At Deloitte we believe in the importance of leadership at all levels. Managers across our organization:

• Develop high-performing people and teams through challenging and meaningful opportunities.
• Deliver exceptional client service, driving high performance from people.
• Lead by example and establish confident relationships.
• Understand key objectives for clients and Deloitte; align people to objectives and set priorities and direction.

 

Interested? Please submit your resume in English.

 

Get to know more about Deloitte on our LinkedIn page (#DeloitteLU), Instagram page, YouTube page or website.

With more than 2,600 employees and 98 nationalities, Deloitte Luxembourg is one of the Grand Duchy’s largest, strongest and oldest professional services firms. For more than 75 years, our talented teams have been serving clients in various industries delivering high added-value offerings to national and international clients in audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. Deloitte Luxembourg is part of the global Deloitte network.

Deloitte provides leading professional services to nearly 90% of the Fortune Global 500® and thousands of private companies. Our people deliver measurable and lasting results that help reinforce public trust in capital markets and enable clients to transform and thrive. Building on its 180+-year history, Deloitte spans more than 150 countries and territories. Learn how Deloitte’s over 470,000 people worldwide work together every day to make an impact that matters at www.deloitte.com.