Description

Klöckner & Co is one of the world’s largest producer-independent steel and metal distributors and one of the leading steel service companies. Klöckner & Co serves over 90,000 customers through its distribution and service network with around 160 locations in 13 countries. By expanding its portfolio of CO2-reduced materials, services and logistics under the new umbrella brand Nexigen®, the company is underscoring its role as a pioneer of a sustainable steel industry. At the same time, as a pioneer of digital transformation in the steel industry, Klöckner & Co has set itself the goal of digitizing and largely automating its supply and service chain. In this way, the company aims to become the leading one-stop store for steel, other materials, equipment and processing services in Europe and America. In our Digital Hub kloeckner.i GmbH, we are bundling all projects geared to this under one roof. With currently 150 employees, we work hybrid at the Berlin and Duisburg sites.

The Digital, Information & Technology (DIT) team is introducing and optimizing digital solutions in all areas. We are seeking a highly motivated and experienced IT Onsite Support and Asset Manager to join our team. In your role you will be responsible for all the processes and procedures at the local sites like onboarding and offboarding of users. You will define and maintain the stock management solutions. You will closely work with the local IT, Key Users and external providers to ensure local IT tasks are done effectively, in accordance with the service level agreements (SLAs). Beside of Service Desk the IT Onsite Support teams and Key Users are the most visible user contact to the IT. Thus, your role will be vital in maintaining high-quality delivery performance and user experience. As Asset Manager you are also responsible to ensure compliance with financial, licensing and contractual obligations. You will in addition support the processes Request Fulfillment and IT Service Catalog Management. You will oversee the complete fulfillment process, ensuring that all users are handled efficiently and in alignment with the organization’s SLA. You will maintain the provided catalog items and related workflows. You will closely work with the service delivery teams, identify and implement automation potentials and improve IT service delivery experience for our users.

Your Role

Function 1: IT Onsite Support Management (Primary)

  • Understand Klöckner’s business structure and specifics of each single location to align fulfillment tasks between remote and local IT teams.
  • Oversee the on-site resolution of technical issues reported by end-users, ensuring timely and effective solutions
  • Manage relationship to regional ITs, Key Users and external providers to ensure on-site Incident resolution and Request fulfillment at good quality
  • Define and maintain stocks of IT equipment as per site according to the business needs
  • Define and maintain hardware handover, return and secure disposal processes and ensure all smart hands are well trained and following defined processes.

Function 2: Asset Management (Primary)

  • Develop and implement asset management strategies and policies
  • Oversee the lifecycle management of IT assets, from procurement to disposal
  • Ensure accurate tracking and reporting of IT assets to maintain compliance with financial and licensing agreements
  • Monitor the lifecycle of IT hardware to predict reliable budgets for hardware replacements
  • Collaborate with procurement, finance, and IT departments to optimize asset utilization and cost-effectiveness
  • Conduct regular audits and assessments of IT assets to identify risks and opportunities for improvement

Function 3: IT Service Catalog Management (Secondary)

  • Understand Klöckner’s business structure to align and shape the service portfolio accordingly
  • Manage Klöckner’s global IT service catalog, ensuring it is comprehensive, up-to-date, and aligned with the business needs.
  • Collaborate with IT service providers and stakeholders to gather requirements and feedback for service catalog enhancements
  • Manage the lifecycle of service catalog items, from creation to retirement
  • Identify potential automation within fulfilment procedures and implement according automated workflows
  • Regularly review non-standard requests and identify new catalog items
  • Monitor and report on usage of the catalog items

Function 4: Request Fulfillment (Secondary)

  • Monitor the lifecycle of all service requests, from submission to completion and manage issues within the queues
  • Ensure that service requests are fulfilled within agreed SLAs and to the satisfaction of the user
  • Work closely with IT service management teams to streamline request fulfillment processes
  • Monitor and report on the performance of the request fulfillment process, identifying areas for improvement.
  • Report on service request metrics and SLA compliance

Function 5: Other ITSM disciplines

  • Take over the role of Manager on Duty (MoD) and manage major incidents
  • Support other processes like Incident Management, Problem Management, Change and Release Management, Knowledge Management and others.

Must haves:

  • ITIL Foundation (or comparable)
  • 3+ years with common ITSM suites on the market
  • 5+ years in IT support and IT asset management
  • Exceptional motivation, training and negotiation skills
  • Strong self-starter and self-developer mentality
  • High degree of strategic and entrepreneurial thinking
  • Strong willingness to take over ownership and drive for results
  • Professional English language skills
  • Readiness to take the role of Manager on Duty with night shifts and on weekends

Nice to have:

  • ITIL Practitioner
  • Experience in infrastructure and/or application operations
  • Professional German language skills

You report to the ITSM lead who report to the VP Global Infrastructure & Service Management. You work closely with all internal and external IT teams and providers.

  • Hybrid with about 2 days onsite per week
  • Preferred: Duisburg / from 2025: Düsseldorf
  • Valid alternatives: Berlin and Remote