Service Manager (m/f/d)

We continue to grow and are looking for a service manager (m/w/d) that professionally accompanies our customers during operation, controls service processes and ensures high service quality. You play a central role in the coordination, monitoring and further development of our managed services. For your daily work, you use modern service management methods, monitoring and ticket systems as well as structured ITIL processes. You are a central contact for our customers in ongoing operation and act as a single point of contact at management level You control and monitor the contractually agreed services including MSV, SLA and, if necessary, XLA requirements You ensure service quality and compliance with defined SLA and service key figures You carry out regular service reviews as well as voting and status meetings with customers and internal departments You take over escalation management in critical malfunctions or deviations in service operations Ensure the efficient processing of incidents, service requests and changes according to ITIL You monitor and control ticket revenue and prioritization of ongoing processes You work closely with technical teams, customers and external partners and support the continuous optimization of existing service processes

We need not only to vote for the professional qualifications. It is important to us that it also fits humanly. Because we're a collegial company. So do you like to apply if you don't bring all the skills. We can work on this together. Multiannual experience in IT service management or management services Very good knowledge of ITIL processes, especially incident, change, service transfer and service operation management Basic technical understanding in infrastructure, cloud technologies (e.g. Microsoft 365), network and IT security Experience in handling ticket and monitoring systems Structured mode of operation as well as pronounced organisational capacity Ability to prioritize and control complex service environments Experience in escalation and stakeholder management Embossed customer orientation and communication strength at technical and commercial level Self-responsible work and a high quality awareness Very good knowledge of German in word and writing

versatile tasks in a collegial and motivated team a qualified incorporation in the start phase personal and professional development flexible working hours and mobile work internal and external training opportunities modern tools and exciting technical projects the security of an established and successful group of companies