IT Service Manager

Quick Facts

• Role: IT Service Manager (Managed Services)

Description

Act as the central point of contact for customers regarding managed IT services. Lead regular service and strategy meetings, present performance metrics, and drive joint improvement measures. Support changes in IT operations, transformations, and service landscape expansions while ensuring quality and compliance with ISO 20000.

Responsibilities

• Build trusted customer relationships and serve as the key contact for managed services.

• Conduct regular service and strategy meetings; present KPIs and derive improvement actions.

• Support customers during changes in IT operations, transformations, and service landscape expansions.

• Identify cross- and upselling opportunities and work closely with Sales.

• Monitor service quality against SLAs and KPIs and ensure services meet customer expectations and ISO 20000 standards.

• Actively live and further develop ISO 20000 processes.

Requirements

• Multi-year experience in IT Service Management or Managed Service environments.

• In-depth knowledge of ITIL processes and the service lifecycle.

• High customer orientation and strong communication skills at all levels (IT leadership up to CIO).

• Confident demeanor in service reviews, customer meetings, and escalation discussions.

• Solid technical fundamentals and ability to communicate complex topics clearly.

• Analytical, structured working style and enjoyment of relationship management.

• Very good German and English skills.

Benefits

• Secure, permanent employment in a committed team.