Senior Service Manager

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

📋 Description

• Ensure customer satisfaction and uphold the quality of Managed Services (SLAs)

• Oversee and manage Service Level Agreements

• Enhance and further develop service processes

• Identify and sustainably address root causes through Root Cause Analyses

• Facilitate smooth onboarding experiences for new customers

• Design and further develop Managed Services solutions

• Encourage the professional growth of team members

• Manage escalation processes and major incidents within the Managed Security domain

• Coordinate and ensure quality control of timely SLA reports

• Identify areas for optimization and improvement, proposing actionable measures

• Oversee onboarding projects for customers

• Contribute to tenders, proposals, and service descriptions

• Conduct Root Cause Analyses (RCA) to uncover issues and ensure sustainable incident resolution

• Coach team members and facilitate knowledge transfer

• Communicate effectively with internal and external stakeholders, including C-level executives

• Utilize ITIL and project management methodologies to manage processes

• Organize and prioritize multiple tasks concurrently

⛳️ Requirements

• Technical education complemented by relevant further training and professional experience (e.g., IT specialist for system integration with additional training in IT Service Management)

• Ideally possess a degree in Business Informatics, Computer Science, IT Management, Business Administration with an IT focus, or a related field

• Minimum of 5–7 years of experience in Service Management

• Proficient in German, both spoken and written

• Good command of English, both spoken and written

• ITIL certification (at least ITIL Foundation; ideally ITIL Expert or ITIL 4 Managing Professional)

• Experience in Managed Services (Security, Cloud, Infrastructure)

• Familiarity with SLAs, KPIs, reporting, and escalation management

• Proficient in Root Cause Analysis (RCA) and Problem Management

• Knowledge of ServiceNow (preferred; ideally with experience in CSM & ITSM modules)

🏝️ Benefits

• Strong customer focus and service-oriented mindset

• Collaborative team player who can impart knowledge to colleagues

• Capability to coach and inspire teams

• Exceptional communication skills for engaging with diverse stakeholders (up to C-level)