{"id":3488003,"url":"https://alion.io/job/deloitte-luxembourg-process-manager-itil-process-specialist-team-lead","title":"Process manager - ITIL Process Specialist Team Lead","company":{"id":2114233,"name":"Deloitte Luxembourg","domain":"deloitte.lu","url":"https://alion.io/company/deloitte-lu","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":76,"open_postings":18,"ghost_share":0,"stale_share":0.944,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Luxembourg City, Luxembourg"],"countries":["LU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-29T22:19:44Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T19:50:22Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Your future team\nYou 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.\nThe advantages of joining us\nCareer growth, your way: access to training, certifications, and a clear progression path in IT Service Management and leadership.\nGlobal impact, local connections: work with diverse stakeholders across the organization while contributing to strategic IT initiatives.\nInnovative work that matters: help design and improve key ITIL practices that directly influence service performance and customer satisfaction.\nInclusive, flexible culture: collaborate in an environment where your ideas are valued and work-life balance is supported.\nPurpose-driven work: contribute to continuous service improvement initiatives that enhance the experience of our internal and external customers.\nHow you’ll contribute to our success\nLead and coordinate the ITIL Process team, setting clear priorities and fostering effective collaboration across process domains.\nOwn 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.\nTake ownership of, or significantly contribute to, Problem Management by driving root cause analysis, reducing recurring incidents, and ensuring robust corrective and preventive actions.\nEnsure 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.\nDefine governance, workflows, roles, success metrics, and KPIs for owned processes, providing regular reporting, insights, and recommendations to management and key stakeholders.\nYour skills\nMust have\nStrong experience in IT Service Management and ITIL practices, with proven expertise in Service Level Management.\nSolid experience in Problem Management and service performance improvement.\nExperience in leading or coordinating a team in a process management, ITSM, or governance-focused environment.\nNice to have\nITIL certification.\nExperience defining process frameworks, governance models, and performance indicators in a complex IT environment.\nExperience with continuous improvement initiatives and service quality enhancement.\nSoft skills\nStrong analytical capabilities, with the ability to translate operational data into clear, actionable improvement plans.\nExcellent communication and stakeholder management skills, with the ability to engage confidently at different levels of the organization.\nAbility to work both strategically and operationally, with a proactive and hands-on mindset.\nStrong facilitation, coaching, and change management skills to guide teams through process and behavioral change.\nCollaborative mindset, fostering cross-team partnerships and a culture of continuous improvement.\nIT skills\nGood understanding of ITSM tools and platforms and their use in supporting ITIL processes.\nProficiency in using reporting and analytics tools to monitor service performance and process KPIs.\nSolid knowledge of core ITIL processes and their interdependencies across the IT value chain.\nLanguages\nProficiency in English (written and spoken).\nAdditional languages are considered an asset.\nYour role as a Leader\nAt Deloitte we believe in the importance of leadership at all levels. Managers across our organization:\nDevelop high-performing people and teams through challenging and meaningful opportunities.\nDeliver exceptional client service, driving high performance from people.\nLead by example and establish confident relationships.\nUnderstand key objectives for clients and Deloitte; align people to objectives and set priorities and direction.\nInterested? Please submit your resume in English.\nGet to know more about Deloitte on our LinkedIn page (#DeloitteLU), Instagram page, YouTube page or website.\nWith 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.\nDeloitte 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.","description_format":"text","description_chars":5176,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-29T22:19:44Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":27,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/deloitte-luxembourg-process-manager-itil-process-specialist-team-lead","json_url":"https://alion.io/job/deloitte-luxembourg-process-manager-itil-process-specialist-team-lead.json","meta":{"generated_at":"2026-11-03T21:14:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":303,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2114233},"rest":"https://alion.io/mcp/rest/get_company?id=2114233"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdeloitte-luxembourg-process-manager-itil-process-specialist-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdeloitte-luxembourg-process-manager-itil-process-specialist-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdeloitte-luxembourg-process-manager-itil-process-specialist-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/deloitte-luxembourg-process-manager-itil-process-specialist-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdeloitte-luxembourg-process-manager-itil-process-specialist-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3488003}},{"tool":"search_jobs","arguments":{"company":"deloitte.lu","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3488003},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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