ITSM EXPERT (LEAD/PRINCIPAL LEVEL) - Prague

Company Description

Devoteam is an AI-driven tech consulting firm specialising in cloud platforms, cybersecurity, data, and sustainability. 
Tech native for almost 30 years, Devoteam guides businesses through sustainable digital transformation to deliver value.
With over 11,000 tech architects in more than 25 countries across Europe, the Middle East, and Africa, Devoteam is committed to using technology to serve people.
Devoteam has been a ServiceNow Elite Partner since 2019, and recipient of the 2025 Partner of the Year award.

Job Description

We are looking for talented individuals who can demonstrate enthusiasm, passion, technical ability, and strong problem solving skills – and who want to work in an international and team based environment.

As an ITSM EXPERT (LEAD/PRINCIPAL LEVEL) you will be working on projects to support our practices in the following areas:

IT Service Excellence:  

• You will implement and optimize state-of-the-art processes and solutions to help our clients manage their IT efficiently and in a business-centric way. This includes IT Service Management tools design and implementation (service desks, monitoring, automation tools, and others).
• Process design and implementation (release, incident, problem management, and others).
• High-Level business analysis of the business requirements and their transformation to technical language.
• Pre-sales activities support: writing proposals, organizing demos ...

Sales activities and account management: 

• Cooperation with the Account Manager for the Customer. 
• Taking part in presales activities and contributing to creating and maintaining pre-sale materials. 
• Leading the pre-sale activities and maintaining standard offers (incl. slide decks, references, etc.). Strengthen vendor partnerships. 
• Staying up-to-date with new products/services and keeping an eye on new business trends in the domain. 

IT Transformation:

• You will advise clients on IT and business challenges. You will take part in client engagements on Change management, Project and Programme management or IT governance.

Learning and internal involvement: 

• Also essential part of your work will be your activity inside Devoteam to help us grow (Contribute to the recruiting process, Marketing activities, Knowledge Sharing).

Qualifications

You will be a great fit for this role if you have…

• University degree in IT related studies or equivalent
• Proven business experience and expertise in IT related technologies
• Min. 5 years, preferably 10+ years of experience in ITSM
• Technical knowledge of Service Management Platforms
• Ability to drive C-level client workshops (English, Slovak/Czech)
• Experience in pre-sale activities
• Experience with leading complex projects in an international environment
• Ability to drive offer development
• Experience with leading teams and projects
• Good general consulting and soft skills - structured thinking, effective report writing and presentations, strong analytical skills, advanced communication and presentation skills, positive attitude
• Advanced Slovak/Czech and English (both spoken and written form), German is a plus

Do you wish to take the high ground in the process? We’d definitely welcome…

• ITIL v3 Expert, ITIL 4 Managing Professional or equivalent
• ITSM tools knowledge is a plus (strong preference ServiceNow)
• Experience of working in application development environment or IT operations is a plus
• ServiceNow knowledge or experience

Additional Information

What can Devoteam offer you, you may ask?

• Transparent career path and Mentorship: Devoteam values your professional and personal growth. We provide a transparent career path, including mentoring programs, to guide and support you in reaching your full potential.
• Training and certifications in current and high-in-demand technologies and methodologies: Stay ahead in the rapidly evolving industry with our training and certification programs. We offer sophisticated training systems for our employees and many opportunities to upskill in current and high-in-demand technologies and methodologies, ensuring that you remain at the forefront of your field.
• Friendly atmosphere & Great company culture: And it’s not just a phrase! :)
• Work-life balance: Enjoy a healthy work-life balance with 5 days extra of vacation, up to 4 my days per year, and the flexibility of hybrid working hours and home office options.
• Teambuildings & Company events: We love to spend time together! To enhance our team spirit, we organise many different events & parties for our colleagues throughout the year.
• Great location in the city centre with a good transport accessibility and you’re always in the centre of all the action.
• We care about your well-being. Benefit from meal voucher tariff, a Multisport card for fitness activities, and language courses to expand your skills.

Moreover, we offer:

• Breakfast and snacks.
• Meal allowance up to 28.000 CZK/year (123,90 Kč/day).
• Phone tariff for employees and their family members.
• Sabbatical leave.
• Employee Referral Program.