Senior IT Service Manager (m/w/d)

The noris network AG offers companies solutions in the areas of IT-outsourcing, Cloud Services, Network & Security and Datacenter. The technological basis of these services is a high-performance IT infrastructure with its own high-security data centers. Since 1993, we have developed into one of the IT specialists with more than 500 employees. But it wouldn't be possible without a strong team. That's why we value the permanent development and promotion of all employees and are looking for reinforcement at the locations Nürnberg, Aschheim, Berlin and remote (within Germany) – through you?

Aufgaben

• Responsibility for providing complex IT service offerings within managed services contracts, particularly for strategically important customer relationships.
• Steering and further development of the Service Level Management, including quality control, SLA compliance, and proactive optimization.
• Zentral Eskalationsinstanz bei kritischen Störungen und übergreifendes Incident- und Problem Management with responsibility for sustainable RCA and implementation of measures.
• Moderation and self-responsible conduct of Service Review Meetings at the management level.
• Strategic identification of customer requirements and steering of the continuous improvement process across multiple customers.
• Zentrale Schnittstelle zu internen Organisationseinheiten, Kunden und Partnern — Sicherstellung der bereichsübergreifenden Zusammenarbeit.
• Abstimmung with Sales and Account Management on contractual, commercial, and strategic issues.
• Responsible accompaniment and coordination of audit procedures and customer audits.
• Fachliche Anleitung und Mentoring von Junior- und Professional Service Managern.
• Mitwirkung an der Weiterentwicklung von Prozessen, Standards und Best Practices im IT Service Management.

Qualifikation

• SUCCESSFUL completion of a degree in business informatics, business administration or comparable field with at least 8 years of professional experience in managing IT services.
• Certification at least on the level of ISO 20000 Service Manager or ITIL Managing Professional/Strategic Leader.
• Tiefgreifendes Verständnis von IT-Infrastrukturen und -Services (Colocation-, Cloud-, Managed- und Application Services) sowie angrenzender Disziplinen (ITSM, Informationssicherheit, Vertragsmanagement).
• Nachweisbare Erfahrung in der Steuerung komplexer Kundenbeziehungen und im Umgang mit C-Level-Ansprechpartnern.
• Hohes Maß an Service-, Qualitäts- und Kundenorientierung gepaart mit strategischem Denkvermögen.
• Ausgeprägtes Organisationstalent, souveränes Auftreten, Durchsetzungs- und Kommunikationsvermögen sowie hohes Engagement.
• Verhandlungssichere Deutsch- und Englischkenntnisse in Wort und Schrift.

Benefits

• Unlimited employment contract and flexible working hours.
• Working at various locations possible (e.g. Nürnberg, Aschheim, Berlin) or also 100% remote.
• Hochwertiges Equipment: Laptop and company phone also for private use.
• Individual support and further development through in-house training and external training.
• Kinderbetreuungskostenzuschuss (per month/child) and corporate benefits.
• Attractive company events (including travel expenses), a collegial and appreciative working environment, as well as a duz culture from the first day.
• Gesundheitsmanagement (e.g. free massage), job bike leasing and attractive contribution to the Germany ticket.
• Welcome Day, direct contact person (m/w/d) and structured onboarding phase.
• Free drinks (also soft drinks) and fresh fruit at the locations.

We've sparked your interest? Then we look forward to your comprehensive application with your salary expectations and start date on our job portal.

We're happy to answer any questions you may have about us or the position.

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