Customer Service Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee service governance for designated customers

• Ensure service delivery is compliant with contracts

• Manage and coordinate operational communications with customers

• Monitor established service levels (SLAs) along with relevant metrics and KPIs

• Collaborate closely with internal teams to guarantee successful service delivery

• Facilitate and manage service-related escalations

• Initiate, support, and track ongoing improvement initiatives

• Identify risks and convey actionable recommendations transparently

• Establish, nurture, and further develop long-lasting, trusting relationships with customers

• Prepare and conduct service reviews while presenting pertinent service metrics

• Provide support to customers throughout the entire lifecycle of managed services and maintenance

⛳️ Requirements

• Several years of experience in Service Management, Service Delivery Management, or Customer Service Management, preferably within an ERP, cloud, or managed services setting

• Experience in supporting enterprise customers and managing service levels, KPIs, and service processes

• ITIL Foundation certification, ideally ITIL 4

• Basic knowledge of modern ERP systems and principles of business administration

• Proficiency in service management tools, such as Jira Service Management

• Strong customer and service orientation, with a genuine interest in developing long-term customer relationships

• Exceptional communication, facilitation, and presentation skills, including at the management level

• An analytical, structured, and self-directed work approach

• A confident and diplomatic demeanor, strong decision-making abilities, and excellent conflict-resolution skills

• High resilience, effective organizational skills, and a considerable degree of empathy

🏝️ Benefits

• Long-term career opportunities with a globally operating consulting firm

• Flat organizational structures that promote quick decision-making

• Practical and hands-on onboarding experience

• A dynamic work environment with well-structured processes

• Continuous training and individual development opportunities

• Flexible working models—options to work remotely or from the office

• Regular team events and company celebrations

• Access to JobRad, Hansefit, and Corporate Benefits

• Additional social benefits, such as an occupational pension scheme