IT Service Manager – Cloud
SysEleven GmbH
full-time
Posted on:
Location Type: Remote
Location: Germany
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Tech Stack
About the role
- Provide holistic support to our strategic customers as a Trusted Advisor – from operational support to strategic development of cloud services
- Develop customer-specific service, operational, and solution concepts in close coordination with internal departments
- Act as the central interface between customers and internal teams to ensure a stable, scalable, and cost-effective cloud operation
- Responsible for service quality, SLA management, and continuous optimization of our services
- Manage and coordinate changes, incidents, disruptions, and escalations across the entire service lifecycle
- Handle contract management including negotiation, preparation, and controlling of service agreements
- Analyze operational and service data, derive recommendations for action, and ensure accurate billing and meaningful service reports
Requirements
- Relevant professional experience in IT service management, Customer Success, IT project management, or operational IT management
- Solid technical understanding of cloud environments (e.g., AWS, Azure, GCP, or comparable platforms)
- Experience in incident and escalation management
- Good understanding of cloud service models (IaaS, PaaS, SaaS)
- Knowledge of cloud architectures and high-availability concepts as well as routing, load balancing, VPN, Direct Connect
- Strong technical aptitude to communicate on equal terms with technical and non-technical stakeholders
- Very good German language skills (C1) and fluent English skills (at least B2)
Benefits
- Varied responsibilities with technical and organizational depth
- Flat hierarchies, open communication, and short decision-making paths
- Room for initiative, ideas, and personal development
- Modern equipment, flexible working hours, and hybrid working (remote & office)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service managementcloud environmentsincident managementescalation managementcloud service modelsIaaSPaaSSaaScloud architectureshigh-availability concepts
Soft Skills
communicationcustomer successnegotiationanalytical skillsstakeholder management