To strengthen our team in Oberhausen, we are looking for one as soon as possible

As a service manager, you are the main point of contact for our customers and our internal projects for questions about the integration and operation of our IT solutions and the IT infrastructure of our customers in the area of service management.

Your tasks include ensuring process standards and procedures throughout the organization with appropriate interfaces to the respective customer processes and the demand-oriented follow-up of these. In your role, you are responsible for providing services in accordance with the contract and improving service quality. In doing so, you will carry out continuous monitoring and management of SLAs and identify the weak points, efficiency and further development potential of ITSM processes .

You are also responsible for the transfer of knowledge and for the development of service management standards and structures. This also includes automating and digitizing service management as well as setting up and maintaining a transparent service catalog, including the definition of SLAs. You are also responsible for the development and redesign of reporting mechanisms and KPI definitions and you carry out customer or service reviews (including SLA reporting), usually at management level, including implementation.

You advise service management stakeholders and form the interface between specialist departments/product teams, service providers/external partners as well as problem and escalation management. You will also assist in negotiating contracts in the area of service management as well as in the transitions from project to operation and form an escalation instance between the customer and the role. Your tasks also include managing external service providers and monitoring the agreed services with regard to compliance with the SLA and negotiating their contract.

During your training period, you will be accompanied by a dedicated mentor. During this phase, you will come into contact with various topics from our wide range of professional and technical tasks and will work for other teams. Within the teams, we rely heavily on direct exchange of knowledge and short lines of communication. The focus is always on cooperative cooperation to jointly ensure the quality of results .

With us, flat hierarchies and lived appreciation are not just empty phrases: As an employee, you can expect a respectful and cooperative working environment, an innovative and motivated team, and a high degree of freedom and independent work. After intensive training, you will have good development opportunities with us in an interesting and dynamic market segment.

Then we look forward to receiving your complete application (as a PDF) including salary expectations and availability.

This is a permanent, full-time position with the option to work part-time.

Severely disabled people are given priority if they are equally qualified.

rola Security Solutions stands for information management in the security sector and is the No. 1 partner for German authorities and organizations with security tasks as well as a supplier for numerous international customers in the security sector. The company based in Oberhausen was founded in 1983 and is the market leader in Germany. with almost 350 employees, rola is one of the most reliable providers of IT solutions in the area of internal and external security. Since 2014, rola has been a 100 percent subsidiary of T-Systems International GmbH, which is part of the Deutsche Telekom AG group.

By sending your application, you give us your consent that we may process the data contained in your application as part of the application process.