Process Assurance Expert


Company Description

We Dream. We Do. We Deliver.

Merkle are a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. As a full-service, data-driven customer experience transformation, we partner with Top 500 companies in the DACH region and in Eastern Europe. Originally from Switzerland, Merkle DACH was created out of a merger between Namics and Isobar - two leading full-service digital agencies.

Our 1200+ digital enthusiasts are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000+ passionate individuals in 146 countries.

Are you ready to push the boundaries of digital change and join a growing team with an amazing work environment?

If so we are searching for our Service/Process Assurance Expert to join our expanding team to partner with us on our client designated project.

Job Description

  • Partners with relevant delivery teams to drives process assurance, continuous improvements, process simplification, standardization, automation, and productivity improvement
  • Leading the Community of Practitioners to continuously develop the skills and capabilities required to enable the practice in the TT 
  • Champions automation and simplification efforts across the function 
  • Leads the adoption of Service Management, Agile, Productization, DevOps and other emerging practices to drive agility, speed, efficiencies, and effectiveness 
  • Responsible for design, maintenance and implementation of a set of methods/processes to support TT transformation to an agile and product-based organization, leveraging industry best practices as well as capabilities coming from state-of-the-art tools 
  • Partner with Office of CTTO to support governance across ways of working and cross-functional core processes, methods, and frameworks 
  • Ensures core processes, methods, and frameworks under area of responsibility enable smooth and full integration of the whole TT operating model 
  • Coordinate and manage deployment, transition and adoption of processes and methods in the respective TT Function 
  • Ensures that processes, methods, and tools are designed to be efficient, optimized, fit for purpose and create value 
  • Ensures that variants / exceptions to the agreed models are kept to a minimum level 
  • Engage with TT Functions to align on common terminology, process definitions (where possible), and standardizing on underlying tools 
  • Ensures that the right services are in place to enable the practices


  • Ensuring the process documentation (i.e. work procedures and templates) and maintained and up to date
  • Leading the defined processes, methods, and tools for areas of responsibility
  • Drives process assurance, continuous improvements of it, simplification, standardization, automation, and productivity improvement 
  • Ensures that processes, methods and tools for area of responsibility are fit for purpose, consistent and integrate seamlessly with other interfacing areas of the TT organization
  • Champions the process across the services and vendors, leads the process discussions.
  • Represents the process during internal and external audits.


  • ITSM processes, ITIL foundation certification is a plus
  • Change Management process owner/manager/practitioner. Experience with SNOW is a plus. 
  • SAP Change Management process owner/manager/practitioner.
  • SAP experience is a plus.

Additional Information

  • Fluency in English is a must! Individually able to build a sense of trust and rapport that creates a comfortable & effective workplace.
  • Proficient communication skills to teach the team various concepts around scalability, automation, and security.

Mindset & behavior

  • Excellent troubleshooting and problem-solving experience
  • Passion for innovation and “can do” attitude
  • Brings a high-energy and passionate outlook to the job and can influence those around them
  • Passionate about technology and excited about the impact of emerging / disruptive technologies

Why you should work with us?

  • We are cooperating with an all types and sizes of clients from all around the world which allow us to provide a very diverse portfolio of projects and technologies to choose from to our people.
  • You will be part of a startup-minded branch of a company with a very strong and stable background.
  • Your contributions will have a distinct impact on our clients.

With us, you will become part of: 

  • An international team, where you can gain new/relevant experience.
  • A dynamic environment where you will never happen to fall into a routine work.
  • Career path growth astounding – client grows, our team grow, you grow!
  • Start-up agile atmosphere.
  • Friendly international team of creative minds

 And we offer even more!

  • All hardware you require -personal use as well.
  • Cafeteria and additional benefits to choose from – life insurance, pension insurance via our Edenred system
  • Meal vouchers.
  • 5 weeks of vacation (25 days)
  • Wellness Days
  • Medical advisory system -
  • Well-being benefit.- Soulmio
  • We value self-education and learning new technologies, so we support all our team members in obtaining new certifications, attending learning tutorials and conferences etc which are rewarded
  • Flexible working hours and home-office - Hybrid models available to suit all!
  • Opportunity to travel. (At last!)
  • We have an employee breakfasts regularly. We also enjoy a few social evenings together and we create a lot of opportunities to get together for those who enjoy life outside of work as well.
  • + a lot more!

You have questions about the job? Then write us an e-mail.

Merkle Recruiting-Team Deutschland
Our recruiting team is looking forward to hearing from you.

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