Senior Service Manager
InfoGuard Deutschland GmbH
full-time
Posted on:
Location Type: Remote
Location: Germany
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Job Level
Tech Stack
About the role
- Ensure customer satisfaction and the quality of Managed Services
- Monitor and manage Service Level Agreements (SLAs)
- Optimize service processes
- Identify root causes and implement sustainable fixes
- Design Managed Services solutions
- Own escalation management and Major Incidents
- Coordinate timely SLA reporting
Requirements
- Minimum 5–7 years of experience in Service Management
- Fluent German (written and spoken)
- Good English (written and spoken)
- ITIL certification (at least ITIL Foundation)
- Experience in Managed Services (Security, Cloud, Infrastructure)
- Knowledge of SLAs, KPIs, reporting, and escalation management
- Root Cause Analysis (RCA) and Problem Management
- ServiceNow experience (advantageous)
Benefits
- Strong customer orientation and service mindset
- Team player
- Ability to coach and develop teams
- Opportunities for professional development
- 24/7 operations with continuous staffing
- Flexible working arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service ManagementManaged ServicesRoot Cause AnalysisProblem ManagementSLA ManagementKPI ReportingService OptimizationEscalation ManagementDesign Solutions
Soft Skills
Customer SatisfactionCommunicationCoordinationProblem Solving
Certifications
ITIL Foundation