Senior Service Manager (m/f/d)

As a Senior Service Manager (m/f/d), you will take responsibility for the smooth implementation of our Managed Services for Identity & Access Management (IAM) solutions and will be the central point of contact for our customers. In addition to planning, controlling, and coordinating service delivery, you will ensure that agreed service levels are met and that service management processes are continuously improved. If you enjoy taking responsibility, actively shaping customer relationships, and managing IT services with foresight, exciting challenges with a high degree of flexibility and creative freedom await you.

The position can be performed predominantly remotely within the entire DACH region.

• You will ensure the fulfillment of service orders and SLAs and are responsible for the further development of a comprehensive IAM Managed Service portfolio for various customers from the upper mid-market segment.
• You will coordinate the necessary resources together with our Operations Manager, assist with prioritization, manage escalations, and ensure efficient processing of incidents, problems, and changes.
• You will plan and moderate regular service meetings, prepare meaningful reports (e.g., on operational and change status), and advise our customers on the further development of their services.
• You will manage your area of responsibility, for example, by collecting effort data and creating SLA, incident, and commercial reports, or by initial roadmap creation with customers.
• You will maintain a trusting customer relationship, identify additional needs, and support the development of new service and operational models.

• Successfully completed degree in Computer Science, Business Information Systems, or a comparable field of study, or an IT apprenticeship with several years of professional experience.
• Several years of experience in IT Service Management or in the operation of complex IT services, ideally in the IAM environment.
• Good knowledge of common IT Service Management processes (e.g., Incident, Problem, Change, and Service Level Management) as well as experience with ITIL.
• Experience in managing customer relationships, moderating service meetings, and in escalation and stakeholder management.
• Strong analytical skills as well as a structured, independent, and service-oriented way of working.
• High communication and organizational skills as well as enjoyment in collaborating with customers and interdisciplinary teams.
• Very good German and good English skills.

What we offer you as a real added value:

• Workation offers you the possibility to work remotely from EU countries under certain conditions.
• Company pension schemes and disability insurance provide the framework for your security.
• Options such as Jobrad (company bike), Jobticket/Klimaticket (public transport ticket) or a company car ensure your mobility.
• Company health management and subsidies for sports activities such as URBAN SPORTS CLUB and Just Fit help you to be healthy and active.
• We reward your recommendations with a bonus (employee referral program).
• Through legendary after-work events such as cocktail evenings, foosball tournaments, hackathons, you get to know us better.

• Mobile and flexible working ensures your optimal work-life integration.
• Regular training and further education and support for individual certifications will advance you.
• 30 days of vacation, special leave, and individual sabbatical arrangements offer you time off and relaxation.
• You can also use the hardware for private purposes.
• We offer soft drinks, coffee, and tea free of charge.
• Great company events make our culture tangible for you.

For over 20 years, IPG has been a pioneer and expert in the field of Identity & Access Management and Governance. Renowned customers from all industries as well as public administration organizations in Switzerland, Germany, and Austria trust in IPG's service and expertise for comprehensive protection of user data and access rights.

IPG is part of TIMETOACT GROUP - one of the leading IT service providers for cloud platforms and digital solutions. With more than 1,700 colleagues, we work in 25 cities in Germany, Austria, and Switzerland as well as in branches in Italy, the Netherlands, Spain, and the USA. Our network is complemented by service hubs in Central America, Central and Eastern Europe, and Southeast Asia.

For you, this means, among other things: diverse career paths, access to academy offers and our GROUP-wide initiative for women, attractive benefits and events – and the good feeling of working in a strong network that emphasizes cohesion. Feel the WE in IT.

* Gender, origin, sexual orientation, age, and religious affiliation do not matter to us – what matters to us instead are the functioning team, mutual respect, appreciation, as well as motivation and enjoyment of work.