IT Service Manager (m/f/d)

As a service manager, you are the main partner for our customers and our internal projects with questions about the integration and operation of our IT solutions and the IT infrastructure of our customers in the service management sector.

Your tasks include ensuring process standards and processes throughout the organization with the appropriate interfaces to the respective customer processes and the need-oriented readjustment of these. In your role, you are responsible for the contractual service provision and the improvement of service quality. In doing so, you perform continuous monitoring and control of the SLAs and show the vulnerabilities, efficiency and further development potential of the ITSM processes.

You are also responsible for the knowledge transfer and for the further development of service management standards and structures. This includes the automation and digitization of service management as well as the establishment and maintenance of a transparent service catalog, including definition of SLAs. You are also responsible for the further development and new conception of reporting mechanisms and KPI definitions and you conduct customer or customer Service reviews (incl. SLA reporting) usually at management level incl. Implementation.

You advise the stakeholders of the service management and create the interface between specialist departments/product teams, service providers/external partners as well as problem and escalation management. You also support the negotiations of contracts in the Service Management area as well as the transitions from project to operation and form an escalation instance between customer and rola. Your tasks include the control of external service providers and the monitoring of the agreed services in respect of compliance with the SLA and its contractual negotiations.

During your time of incorporation, you will be accompanied by a mentor assigned to you. During this phase, you will get in touch with different themes of our technical and technical range of tasks and run through stations in other teams. Within the teams we strongly focus on the direct exchange of knowledge and short communication channels. The focus is always on a cooperative relationship to ensure the quality of the results together.

You bring at least 5 years of professional experience in IT Service Management (including ITIL certification; professional certification is beneficial). You have several years of professional leadership experience and experience in project work. You have very good skills in analyzing complex IT processes. You are interested in managing and optimizing interfaces and system landscapes. You have pronounced analytical and conceptual skills as well as excellent judgment, tactics and decision-making skills. You convince in escalation cases by a binding and professional appearance. You are able to work independently, structured and solution-oriented. You are stress resistant, have a hand-on mentality and are mentally flexible. You're ready to travel regularly.

With us, flat hierarchies and lived appreciation are not only unsustainable fins: As an employee, a respectful and partnership-based operating climate, an innovative and motivated team, as well as a high level of free space and independent work awaits you. After intensive integration, you have good development opportunities in an interesting and dynamic market segment. In addition, we have other attractive services for you: 100 % fixed content Travel time = working time Slip time (to be dismantled or holiday possible) Flexible working hours Mobile work Good public transport and motorway connection Canteen, bakery and fast restaurants in the immediate vicinity Deutsche Telekom and Partner Events (rola table, company events, annual team events)