Head of IT Service Management

Quick Facts

• Role: Head of IT Service Management

• Focus: Strategic and operational responsibility for the service area and managed services

• Reporting line: Directly to executive management; close collaboration with sales, project management, and technology

• Working model: Full-time with flexible working hours and home office

Description

You develop and scale the service organization to ensure premium customer support and professional service delivery. You are responsible for the service strategy and managed-services portfolio, including cloud, network, IT security, unified communications, and contact center services, while steering end-to-end service delivery and continuous improvement.

Responsibilities

• Own overall strategic and operational responsibility for the service area and evolve the managed-services portfolio and service strategy

• Manage service delivery and operational processes across all customer touchpoints (request to resolution/escalation)

• Lead, develop, and motivate Service Delivery Managers; work with specialist teams in a matrix structure

• Build long-term C-level customer relationships from contract handover through ongoing operations

• Improve service processes and tools (including ITSM) and ensure ITIL-compliant operations

• Continuously optimize organization and processes based on customer feedback and process data

• Ensure SLA/OLA/KPI compliance, quality management, and proactive escalation management

• Use operational metrics (service level, accessibility, solution rate, handling times, customer satisfaction, productivity) for control

• Plan and manage the service budget, resources, and capacities; monitor cost efficiency and utilization

• Identify opportunities for AI-enabled service processes, automation, and self-service; support AI agents in CRM/service environments (especially Salesforce) including clear handovers to staff

• Support sales with concepting and pricing of new managed-service offers and with customer talks/contract negotiations

• Participate in service projects and transitions to ensure orderly handover into operations

• Report regularly to executive management and prepare service reports for key customers (e.g., steering boards)

Requirements

• Several years of leadership experience in IT service environments (ideally in an IT system house or managed-service provider)

• Deep knowledge of modern IT infrastructure: cloud, networks, IT security, unified communications, and contact center solutions

• Demonstrated experience steering managed-service contracts and service desk organizations

• Strong ITIL knowledge (certification is a plus) and experience with ITSM tools such as Salesforce

• Interest in AI-supported service processes and ability to assess automation/AI-agent use cases in practice

• Experience running service processes based on metrics, linking quality, productivity, and economic efficiency

• Entrepreneurial thinking and strong customer/result orientation

• Confident communication and negotiation skills with both technical experts and customer decision-makers

• High self-motivation, drive, and ability to inspire and develop a heterogeneous team

• Very good German and English skills (spoken and written) and readiness to travel within DACH

Benefits

• Flexible working time model and home office

• Flat hierarchies and open communication culture

• Individual further education support

• Fair compensation and company pension plan

• Employee perks such as coffee, fruit, drinks, discounts, and cross-location team events

• Supported memberships (Urban Sports and/or Hansefit)

• Company mobile phone and free parking; additional company benefits