(Senior) Service Manager – Service Desk Services (m/f/d)

You assume the end-to-end service responsibility for the service-desk services in a demanding, publicly embossed large customer – including governance, KPI/SLA control, continuous service improvement and stakeholder management at decision-making level Single Point of Accountability for Customer Service Desk Services (Senior Level) Control of service delivery across all DATAGROUP areas (matrix-oriented) SLA / KPI Management: Ensuring target achievement, establishing reporting, analyzing trends, deriving measures Service Governance: Service Reviews, Escalation and Communication Management (including Major Incidents) Continual Service Improvement (CSI): Processes, tooling, quality, efficiency and customer satisfaction continuously improve Commercial and Account Management: Performance, Customer Accounting, Forecasting and Cost and Performance Controlling Transition and Stabilization: Onboarding new/expanded services, Control operation, Hypercare and Stability Phase Close cooperation with Delivery and Service Desk Leadership as well as customer-related specialist and IT management Optional / depending on the setup: professional guidance / control of service desktop roles (e.g. team / shift leads, Quality / WFM, Reporting)

Completed studies (e.g. (economic) informatics, BWL) or comparable training with reliable practice in the ITSM / managed services environment Ideally multiannual experience (typically 3+ years) as a service manager / delivery manager (all genders) in service desktop / workplace related services Very good knowledge of IT Service Management according to ITIL (Incident / Request, Problem, Change, Knowledge, SLAs, CSI, Major Incident) Detectional experience in managing complex customer/delivery organisations (Matrix, multiple stakeholders, multiple providers/teams) Embossed communication and escalation capability at IT decision-making level (CIO / IT management / program management) Strong Analytics: KPI Systems, Reporting, Service Performance, Action Control, Result Responsibility High liability, structure, enforcement – without “service provider arrogance”, but with real customer orientation Very good German knowledge (C1 / C2) and good English knowledge Advantage: Experience in the Public Sector (e.g. Compliance / Regulatorics, Auditability, EVB-IT, ISO 20000, BSI-related requirements) Travel readiness to a limited extent (e.g. to DATAGROUP locations / workshops at the customer)

An open and cooperative corporate culture and a trusting working atmosphere Strategic key-customer in public environment with high visibility and real design possibilities Clear focus: Service Desk Services – no “Everyone” role without focus A modern car you can use privately Demanding tasks and customer projects Professional delivery setup, short paths, strong internal areas and development perspectives Modern working models (hybrid) with Hamburg office and organizational connection to the DATAGROUP Stuttgart GmbH Extensive social benefits, occupational pensions, JobRad, sports services, operating restaurant and much more