Service Catalogue Manager

1 week ago

Budapest, Budapest, Hungary Getronics Full time 100,000 - 250,000 per year

We are looking for a Service Catalogue Manager to lead the ongoing development and optimization of our ServiceNow SSP, service catalogue, and related workflows. In this role, you will ensure that new and existing services are accurately represented in the catalogue, maintain and enhance catalogue content, and map services to the appropriate catalogue items. You will work closely with internal stakeholders to redesign and streamline significant parts of the catalogue and collaborate with third-party vendors to support future service integrations

Some of the key Responsibilities would be to:

  • Lead and manage the global process for fulfilling service requests.

  • Collaborate with service partners/customers to create and maintain high-quality entries in the service catalogue.

  • Work with tool experts to develop and enhance the self-service portal.

  • Drive continuous improvement of the service catalogue structure and tools.

  • Define and optimize approval processes for customer service requests.

  • Develop a strategy and roadmap for introducing and improving the IT service catalogue.

  • Regularly review and update service catalogue data using KPIs and standard reports.

  • Standardize IT services to ensure consistency and alignment across teams.

  • Work on incident categorization and link each incident to the relevant service tower to standardize processes and improve reporting.

Essential Skills and Experience

  • Experience managing processes for fulfilling service requests.

  • Hands-on experience with ITSM tools such as ServiceNow, including creating and managing service catalogue entries.

  • Experience managing and maintaining Configuration Management Database (CMDB) solutions, including defining configuration items (CIs) and request items (RIs).

  • Strong analytical skills with the ability to leverage KPIs and data to enhance processes and service efficiency.

  • Familiarity with designing and improving self-service portals, particularly in enhancing user interfaces and workflows.

  • Experience in the continuous improvement of IT services, with a focus on innovation and efficiency.

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