Service Manager IT & Support (m/w/d)

Your daily responsibility:

• The role is centered around building and developing a central service layer across our technical areas (Software, IT, IoT, and DevOps).
• Steering and coordinating our 1st-Level-Supporters and external service providers is also part of the responsibility, with the goal of ensuring a structured and service-oriented handling of all inquiries.
• Central IT service management processes (Incident, Request, Problem, Change) will be established, operated, and continuously developed by you.
• A special focus lies on defining and monitoring service levels (SLAs), KPIs, and reporting structures to create transparency and make quality measurable.
• The setup and maintenance of a clear, user-oriented service catalog (including representation in tools like Jira Service Management) are part of the role.
• Existing support and service processes will be regularly analyzed and targeted towards standardization, automation, and efficiency.
• As a central interface between departments and tech teams, a clear and binding communication will be ensured.
• In addition, a sustainable, customer- and service-oriented mindset will be actively promoted within the organization.

Your skills:

• Fundamental experience in the field of IT Service Management (ITSM) and a good understanding of common best practices are expected; knowledge of ITIL is advantageous.
• Experience in managing support organizations or service processes and in dealing with different stakeholders is important.
• A structured, process-oriented thinking and a well-developed understanding of service quality, scalability, and efficiency characterize your profile.
• You are familiar with Jira Service Management or similar tools.
• You have a basic technical understanding in the areas of Office-IT and Microsoft M365.
• A structured, solution-oriented working style and the claim to continuously improve things are expected.
• Communication strength, reliability, and an appearance on eye level, even across team and department boundaries, round out your profile.
• Very good German and English language skills in writing and speaking are expected.

Our values, your mindset:

• **Team First:** A team, a goal - together we are strong. We grow through mutual support.
• Customer Success Is Our DNA: Identify, question, and pursue your customer's goals. Celebrate success together.
• Never Stop Reinventing: Be open to new things and approach changes courageously. Question processes, deliver solution proposals, and new ideas.
• Be Yourself And Make Goals Work: Be yourself. Achieve greatness!

Your benefits with us:

• Remote Work: Home office or office? You decide what fits your daily routine best! We offer you the flexibility to choose your work location and ensure that we regularly meet in the office for exchange, ideas, and team spirit.
• Workation: Work environment with vacation feeling - enjoy the perfect symbiosis of productive work and relaxed atmosphere in the European space.
• Wellbeing: Occupational health management - a yearly health budget and a subsidized membership at Urban Sports Club.
• Pension Plan: Attractive funding for a company pension plan - secure your future with our support.
• Hardware: Modern technology - so we can innovate together.
• Discounts: Attractive offers - enjoy discounts at over 1,500 providers in the areas of sports, mobility, fashion, and travel, and use our Edenred card for additional benefits.
• Knowledge Base: Targeted and on-the-job - seize the opportunity for diverse, individual development and training possibilities.
• Networking: Not without my team - look forward to regular team events.
• No worries, we haven't forgotten the really important things - at our company, you'll also find free lemonade and the popular fruit basket.

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