Senior Service Manager (m/f/d)

As a Senior Service Manager (m/f/d), you will be responsible 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, steering, 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 steering IT services with foresight, exciting challenges await you with a high degree of flexibility and creative freedom.

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 medium-sized enterprise sector.
• You will coordinate the necessary resources together with our operations manager, support 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, e.g., by recording effort and creating SLA, incident, and commercial reports, or by creating the initial roadmap with customers.
• You will maintain a trusting customer relationship, identify additional needs, and support the development of new service and operating models.

• Successfully completed studies in Computer Science, Business Informatics, 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 and 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 language skills.

What we offer you as real added value:

• Workation offers you the opportunity to work remotely from EU countries under certain conditions.
• Company pension scheme and disability insurance provide the framework for your provision.
• Options such as Jobrad (company bicycle scheme), 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).
• You will get to know us better through legendary after-work events such as cocktail evenings, foosball tournaments, and hackathons.

• Mobile and flexible working ensures your optimal work-life integration.
• Regular training and further education and promotion of 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.
• Soft drinks as well as coffee and tea are free of charge.
• Great company events make our culture tangible for you.

For more than 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 the 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 offices 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 offerings and our GROUP-wide initiative for women, attractive benefits and events – and the good feeling of working in a strong network that values cohesion. Feel the WE in IT.

* Gender, origin, sexual orientation, age, and religious affiliation do not matter to us – instead, we value the functional team, mutual respect, appreciation, as well as motivation and enjoyment at work.