Senior Service Manager – Service Desk Services

Role Overview

• You will assume end-to-end service responsibility for the Service Desk services for a demanding, public-sector major client — including governance, KPI/SLA management, continuous service improvement, and stakeholder management at decision-maker level
• Single point of accountability for the Service Desk services at the client (senior level)
• Coordinate and control service delivery across all DATAGROUP departments (matrix-oriented)
• SLA/KPI management: ensure target achievement, establish reporting, analyze trends, and derive/implement measures
• Service governance: service reviews, escalation and communications management (including major incidents)
• Continual Service Improvement (CSI): continuously improve processes, tooling, quality, efficiency, and customer satisfaction
• Commercial & account management: performance evidence, client-side billing, forecasting, and cost/performance controlling
• Transition & stabilization: manage onboarding of new/expanded services, service start-up, and hypercare and stabilization phases
• Close collaboration with delivery and Service Desk leadership as well as client-side business and IT management
• Optional/depending on setup: functional leadership/management of Service Desk–adjacent roles (e.g., team/shift leads, Quality/WFM, reporting)

Requirements

• Degree (e.g., (business) informatics, computer science, business administration) or comparable qualification with solid practical experience in an ITSM/managed services environment
• Several years of experience (typically 3+ years) as a Service Manager / Delivery Manager in Service Desk / workplace-related services
• Strong knowledge of IT Service Management according to ITIL (Incident/Request, Problem, Change, Knowledge, SLAs, CSI, Major Incident)
• Proven experience managing complex client/supplier organizations (matrix structures, multiple stakeholders, multiple providers/teams)
• Excellent communication and escalation skills at IT decision-maker level (CIO/IT leadership/program management)
• Strong analytical skills: KPI systems, reporting, service performance, action management, accountability for results
• High reliability, structured working style, and assertiveness — without “vendor arrogance”, with genuine customer orientation
• Very good German skills (C1/C2) and good English skills
• Advantageous: experience in the public sector (e.g., compliance/regulatory requirements, auditability, EVB‑IT, ISO 20000, BSI-related requirements)
• Willingness to travel to a limited extent (e.g., to DATAGROUP locations or client workshops)

Tech Stack

• ITSM

Benefits

• An open and cooperative corporate culture and a trusting working atmosphere
• Strategic key customer in the public sector with high visibility and real opportunity to shape services
• Clear focus: Service Desk Services — not a “jack-of-all-trades” role without a focus
• A modern company car that you may also use privately
• Challenging assignments and customer projects
• Professional delivery setup, short decision paths, strong internal specialist departments and development opportunities
• Modern working models (hybrid) with workplace in Hamburg and organizational affiliation to DATAGROUP Stuttgart GmbH
• Extensive social benefits, company pension plan, JobRad (company bicycle), sports offerings, staff canteen and much more