Ensure customer satisfaction and the quality of Managed Services (SLAs)
Control and management of Service Level Agreements
Optimize and further develop service processes
Identify and sustainably remediate root causes through Root Cause Analyses
Ensure smooth onboarding of new customers
Design and further develop Managed Services solutions
Promote the professional development of team members
Responsible for escalation management and major incidents in the Managed Security area
Coordinate and quality-control timely SLA reports
Identify optimization and improvement potentials and derive measures
Manage onboarding projects for customers
Contribute to tenders, proposals, and service descriptions
Conduct Root Cause Analyses (RCA) to determine causes and ensure sustainable incident resolution
Coach and transfer knowledge within the team
Communicate with internal and external stakeholders up to C-level
Apply ITIL and project management methods to control processes
Organize and prioritize multiple tasks simultaneously

Technical education with relevant further training and professional experience (e.g., IT specialist for system integration with additional training in IT Service Management)
Ideally a degree in Business Informatics, Computer Science, IT Management, Business Administration with an IT focus, or equivalent
At least 5–7 years of experience in Service Management
Fluent German, spoken and written
Good English, spoken and written
ITIL certification (minimum: ITIL Foundation; ideally ITIL Expert or ITIL 4 Managing Professional)
Experience in Managed Services (Security, Cloud, Infrastructure)
Knowledge of SLAs, KPIs, reporting, and escalation management
Root Cause Analysis (RCA) and Problem Management
ServiceNow knowledge (advantageous; ideally CSM & ITSM modules)

Strong customer orientation and service mindset
Team player with the ability to pass on knowledge to team members
Ability to coach and motivate teams
Excellent communication skills for interacting with various stakeholders (up to C-level)

Senior Service Manager

Key skills