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RE
Retarus
13d ago

Senior Service Manager(m/w/x)

München
Full-timeWith Home OfficeSenior

Description

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.

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Requirements

  • •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

Education

Vocational certification
OR
Bachelor's degree

Tasks

  • •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 & Technologies

ITILISAE 3402PMPPRINCE2

Languages

English – Business Fluent

German – Basic

Benefits

Flexible Working

  • •Mobile working
  • •Flexible working time

Informal Culture

  • •Collaborative, diverse company culture
  • •Superior team spirit
  • •Flat hierarchies
  • •Great feedback culture
  • •International business
  • •Modern, dog-friendly offices
  • •Global, collaborative workplace

Learning & Development

  • •Development opportunities

Career Advancement

  • •Career perspective

Startup Environment

  • •Cross-site collaboration

Healthcare & Fitness

  • •Company-paid health insurance

Public Transport Subsidies

  • •Public transportation

Free or Subsidized Food

  • •Lunch vouchers

Competitive Pay

  • •Generous compensation

More Vacation Days

  • •Time off
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Retarus and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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