Location: Norderstedt, hybrid

Contract: Permanent, full-time

Language: English (mandatory), German (professional level)

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

About the role:

Our Assist Service is the future of how Serrala delivers consulting and support to our global customer base. It’s a strategic offering that combines dedicated consulting expertise, rapid issue resolution, and proactive support —designed to maximize customer success across our entire software portfolio.

We are seeking a performance-driven leader to accelerate the next phase of growth and operational excellence for this service. This is a rare opportunity to leave a legacy by shaping the operational strategy of a key product that touches every aspect of our business.

As Service Manager , you will own the delivery performance, customer experience, and continuous improvement of Assist, ensuring it becomes a benchmark for service innovation in the industry.

Your Day to Day:

• Lead the Future of Service Delivery: Drive the operational strategy and execution for Assist, ensuring scalability, efficiency, and customer value.
• Customer Experience Ownership: Act as the primary owner of the customer experience for Assist, ensuring high satisfaction and measurable outcomes.
• Operational Excellence: Monitor and optimize day-to-day operations, ensuring process adherence, proactive issue resolution, and SLA compliance.
• Performance Management: Define and track KPIs, SLAs, and success metrics to ensure consistent, high-quality delivery.
• Transparency & Reporting: Provide structured insights to internal stakeholders and deliver professional reports to customers.
• Continuous Improvement: Identify and implement opportunities for innovation, automation, and service enhancement

What makes you excel in this position:

• Previous experience: 3-5 years of experience in service delivery, customer success, support, or consulting - ideally in a B2B software or SaaS environment.
• Strong understanding of service processes and customer lifecycle.
• Proven experience with cross-functional collaboration and process ownership.
• Excellent organizational, analytical, and communication skills.
• Hands-on experience with reporting tools and dashboards; familiarity with tools like Jira, Freshdesk, or Salesforce is a plus.
• A proactive, customer-focused mindset with a drive to improve.
• Fluency in both English and German at a professional level.

Why you’ll love it here
Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too.
At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.

EEO Statement
We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.

To all recruitment agencies
Serrala does not accept agency resumes. Please do not forward resumes to our job alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.