Service Manager

Do you take a high level of service for granted? Do you come from an area in which services are provided and have you also had customer contact there?

Then we are looking for you.

We operate our Helpdesk Services at various locations in Germany in German language. All threads converge in Stuttgart. From here we manage customer satisfaction and try to solve problems sustainably.

The individual units report to you and you carry the consolidated picture to our customers, prepare presentations, are the contact person for everyday matters and also for the big picture.

We are a young team that has achieved a lot together and is always on the lookout for improvements.

Responsibilities:

• Manage open and escalated issues overall and coordinate with different Teams for end-to-end resolution.
• Provide subject matter expertise for complex issues.
• Attend process level meetings i.e. client facing, business and performance meetings.
• Support Management with insights on the process/domain decisions.
• Build training curriculum & Work Instructions.
• Identify and communicate opportunities for continuous process improvement.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Explore implementation of automation initiatives for the team.

Skill Requirements:

• Good knowledge about ITIL concepts, good knowledge on SNOW, hands on with O365 (esp. ppt., xls.).
• German speaking, English fluent.

Seniority level:

Mid-Senior level

Employment type:

Full-time

Job function:

Other and Customer Service

Industries:

IT Services and IT Consulting

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