Please apply here on "ITsax.de" with the "Apply Now" link/button at the top right.

Note: Please apply exclusively via our direct application link hosted by Empfehlungsbund and ITsax.de: https://www.itsax.de/jobs/284349/service-manager-human-star-for-international-customers-hauptsitz . We are looking forward to meet you!

As a Service Manager (Human*) , you will be the strategic point of contact for our customers, driving service excellence, contract development, and long-term partnerships. You’ll combine elements of Success and Account Management to maximize customer value and identify growth opportunities. In addition, you ensure our Managed Services are delivered on time, on budget, and with a strong focus on customer satisfaction.

THE FOLLOWING TASKS AWAIT YOU

• Building and maintaining long-term, trusting relationships with decision-makers on the customer side
• Planning and managing complex IT projects (e.g. SD-WAN, security solutions) within the agreed time, budget and performance framework
• Ensuring the optimal use of our services, tracking added value and aligning with customer objectives
• Further development of the service portfolio as well as negotiation and management of SLAs and contracts
• Identifying up-selling and cross-selling potential, developing individual offers and supporting contract negotiations
• Monitoring service costs and revenues to ensure economic profitability
• Working closely with internal teams to implement customer requirements and strategic initiatives
• Conducting service reviews and managing critical escalations

WHAT YOU SHOULD BRING WITH YOU

• A degree in (business) informatics or a comparable qualification.
• Several years of experience in IT service management, ideally in an MSP or outsourcing environment.
• Sound knowledge of ITIL v3/v4, SIAM as well as agile and classic project management methods (e.g. Scrum, PMI PMBOK, PRINCE2)
• Good technical understanding in the areas of infrastructure, cloud, networks and IT security.
• Experience in dealing with SLAs, KPIs and managed service contracts.
• Strategic thinking, strong communication skills and a customer-oriented attitude.
• Very good German and English language skills.

NOT A MUST, BUT A PLUS

• Experience in success and account management.
• Other language skills (e.g. French, Spanish).
• Willingness to travel (approx. 30%) and a valid passport.

You do not yet have all the required skills? We would be happy to check the possibilities of a qualification program.

WHAT WE OFFER YOU

• Responsibility for strategically important customer relationships and active involvement in shaping our service portfolio
• Work on exciting projects with modern technologies with a lot of personal responsibility and flexibility
• Permanent position with 30 days' vacation and a flexible working time model with the option of mobile working
• Supportive onboarding with a mentor at your side as well as individual, extensive training opportunities
• Focus on work-life balance, health prevention, company pension scheme and attractive additional benefits such as team events, sports activities and a company bike

As a global managed service provider and specialist in network and security technologies, we support our customers with highly available, secure IT solutions including 24/7 operations.

We offer tailor-made answers to the challenges and opportunities of digitalization, cloud and IoT.

With locations in Germany, Switzerland, the USA, the United Arab Emirates and Hong Kong, we guarantee a local presence and global reach.