Beschreibung

You will drive the customer experience by bridging the gap between technical teams and global clients, ensuring high-quality service delivery and compliance across the entire technical lifecycle.

Anforderungen

• •Commercial/technical training or relevant degree
• •7 years Service Management experience
• •Functional or project-based leadership experience
• •Knowledge of ITSM and frameworks
• •Experience with project management tools
• •Capability in leadership and development
• •ITSM or project management certifications
• •Strong analytical and organizational skills
• •Proactive mindset and positive attitude
• •Excellent communication and teamwork skills
• •Entrepreneurial thinking and social skills
• •Fluent English and German skills

Aufgaben

• •Act as the primary contact for international service management customers
• •Manage the end-to-end customer experience and service delivery
• •Bridge communication between customers and technical teams
• •Represent customer interests while maintaining company standards and SLAs
• •Oversee the technical lifecycle from onboarding to operations
• •Monitor service performance, contractual targets, and KPIs
• •Prepare service reports and lead review meetings
• •Handle critical incidents as the key escalation point
• •Coordinate communication during incidents and the customer lifecycle
• •Ensure compliance with SOC 2 and ISAE 3402 frameworks
• •Drive continuous improvement of service quality and tools
• •Collaborate with departments on cross-functional initiatives
• •Report performance and escalations to the Director

Tools & Technologien

Benefits