Pošalji prijatelju

Process Owner for Service Management Office (SMO) (m/f)


Rok prijave:

ANDRITZ Digital Factory is the leading delivery center for professional digital solutions in the ANDRITZ Group. Our goal is to build and deliver a wide range of digital solutions and be a leader in digital innovation. The solutions we provide are completely fulfilling the business motivations and needs of Andritz Group and its customers, they are reliable, secure, cost-optimized, performant and efficient.

With our Services we enable our Customers in producing and operating secure and professional Digital Solutions. We identify new trends and implement technologies that allow ANDRITZ to be ahead of the competition. The ANDRITZ core values rule our behavior and activities.

Jump on board and join our awesome growing team of professionals as we are on the lookout for several Process Owners for Service Management Office (SMO). This fast spinning team is involved in enticing projects, with customer service in mind, delivering their best creativity. And we always say 'thank you'! With our phenomenal compensation & benefits scheme and culture revolving around excellence, people development and a huge knowledge bank you will be able to live your dream!

Process Owner for Service Management Office (SMO) (m/f)


About the role:

The Process Owner ensures that efficient ITSM process-related practices are in place and the process is continuously improved. You will have full ownership of one or more ITSM processes: Incident Management, Major Incident Management, Service Design & Transition Management, Problem Management, Service Request Management

About you:

  • a team player
  • self-sufficient
  • likes challenges
  • enthusiastic and creative
  • willing to learn new technologies
  • proficient communication skills in English
  • 5+ years of practical experience in a similar position
  • ability to work independently and globally and to think analytically

Tasks and responsibilities:

  • defines, implements, trains and owns one or multiple SMO Processes: Incident Management, Major Incident Management, Service Design & Transition Management, Problem Management, Service Request Management
  • is responsible for the identification of stakeholders and enforcing that all stakeholders are compliant with the processes
  • supports Service Owners and other key stakeholders in SMO Process related topics
  • continuously improves the Process
  • develops reporting and monitoring dashboards for process-specific KPIs for relevant stakeholders
  • identifies trends, significant changes, and increases in process-related volumes for discussion with ANDRITZ IT and the Service Provider at the appropriate forums
  • provides support and guidance to the Service Providers in fulfilling their Process related roles and responsibilities.


  • detailed knowledge in one or multiple of the ITIL processes
  • ITIL v4 certification
  • ability to drive change across ANDRITZ internal and external stakeholders
  • good overall IT knowledge and experience are helpful
  • experience with ITSM Tools like Atlassian JIRA and Confluence

Our benefits:

  • work-life balance
  • special bonuses: Christmas, transport cost, subsidized lunch, gift for a child
  • competitive salary + annual bonus for achieved results
  • annual referral bonus for new team colleagues
  • annual inflation net salary increase (min. 2%, max. 5%)
  • annual medical check-up in a private polyclinic in Zagreb
  • supportive and enabling team culture oriented towards individual prosperity
  • work on large and interesting projects with top experts
  • the possibility of personal and professional development
  • minimum 22 vacation days (this is not necessarily what you will start with, depends on your overall work experience you could have a max. 30 days)
  • team gatherings

Andritz Digital Factory provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable state laws.

Due to the pandemic we are temporarily working full remotely (home office). This way of work will be revised after the pandemic ends.

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