IT Project Manager ITSM / Service Management 60% (m/f/d) – Public Administration / ITIL / Process Automation

About

To support a strategic transformation project, we are looking for an experienced IT project manager (m/f/d) with a focus on IT Service Management (ITSM), ITIL and process automation for a client in the public administration sector.

As part of a long-term optimization project, existing ICT service processes will be systematically analyzed, harmonized, and further developed with regard to automation potential. The goal is to sustainably strengthen service management, introduce standardized ITIL-like processes, increase transparency regarding assets and services, and improve efficiency and service quality.

The main task is to take over the overall project management of an ongoing ITSM transformation project, including coordination of all relevant stakeholders, management of implementation partners, and ensuring quality, progress, and goal achievement.

Responsibilities

• Taking over overall project management and continuing an ongoing ITSM/Service Management project
• Close coordination with internal specialists and the Head of ICT Customer Service
• Planning, organizing, and moderating workshops, including documenting and recording results
• Conducting business analysis and requirements engineering
• Analyzing, harmonizing, and further developing existing ITSM processes
• Identifying and evaluating automation potential in service and operational processes
• Closely monitoring and controlling implementation work, as well as consistently tracking deliverables from external partners
• Preparing and coordinating regular stakeholder communication
• Conducting risk analyses and actively managing risks
• Creating project documentation, analyses, reports, and management presentations
• Monitoring project progress, quality, deadlines, and costs
• Ensuring service-oriented and governance-compliant development of ICT processes

Experience

• Extensive experience in leading complex IT projects
• Several years of experience as an IT project manager in the field of IT Service Management / ITSM
• Very good knowledge of ITIL-related service management processes
• Experience in carrying out comparable transformation or optimization projects
• Sound experience in business analysis and requirements engineering
• Experience in collaborating with external implementation and integration partners
• Experience in the public administration sector is a significant advantage
• Methodological knowledge of HERMES or comparable project management methodologies (e.g., similar to PAV) is advantageous
• Structured, analytical, and solution-oriented approach to work
• High degree of independence as well as strong communication and facilitation skills
• Quick understanding of organizational contexts, processes, and dependencies
• Reliable, team-oriented, and resilient personality

Project Details

• Reference number: 924902DO
• Role: IT Project Manager ITSM / Service Management (m/f/d)
• Location: Chur and surrounding region
• Workload: approx. 60%
• Start date: June 1, 2026
• End date: March 31, 2028