Job
- Level
- Senior
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will be responsible for the service desk services of a large public sector client, manage SLA and KPI performance, conduct service reviews, and continuously optimize the quality and efficiency of service delivery.
Job Technologies
Your role in the team
- You assume end-to-end service responsibility for the Service Desk services at a demanding, publicly-oriented large client - including governance, KPI/SLA management, continuous service improvement, and stakeholder management at decision-maker level.
- Single Point of Accountability for the Service Desk services at the client (Senior level).
- Management of service delivery across all DATAGROUP departments (matrix-oriented).
- SLA/KPI Management: Ensure target achievement, establish reporting, analyze trends, derive measures.
- Service Governance: Service Reviews, Escalation and Communication Management (including Major Incidents).
- Continual Service Improvement (CSI): Continuously enhance processes, tooling, quality, efficiency, and customer satisfaction.
- Commercial & Account Management: Performance reports, client-side billing, forecasting, as well as cost and performance controlling.
- Transition & Stabilization: Manage onboarding of new/expanded services, operational start-up, hypercare, and stabilization phase.
- Close collaboration with Delivery and Service Desk leadership as well as client-side specialist and IT management.
- Optional/depending on setup: technical leadership/management of Service Desk-related roles (e.g., team/shift leads, quality/WFM, reporting).
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Our expectations of you
Education
- Completed degree (e.g., Business Informatics, Business Administration) or comparable qualification with substantial practical experience in the ITSM/Managed Services environment.
Qualifications
- Excellent knowledge of IT Service Management according to ITIL (Incident/Request, Problem, Change, Knowledge, SLAs, CSI, Major Incident).
- Strong communication and escalation skills at the IT decision-maker level (CIO/IT management/program management).
- Strong analytics: KPI systems, reporting, service performance, measures management, accountability for results.
- High reliability, structure, assertiveness - without 'service provider arrogance', but with genuine customer orientation.
- Very good knowledge of German (C1/C2) and good knowledge of English.
- Willingness to travel on a limited basis (e.g., to DATAGROUP locations/workshops at the customer's site).
Experience
- Several years of experience as a Service Manager / Delivery Manager in Service Desk / Workplace-related services.
- Several years of experience working with public clients or in comparable highly regulated environments.
- Proven experience in managing complex customer/delivery organizations (matrix, multiple stakeholders, multiple providers/teams).
- Advantageous: Experience in the Public Sector (e.g., compliance/regulatory affairs, auditability, EVB-IT, ISO 20000, BSI-related requirements).
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What we offer
- An open and cooperative corporate culture as well as a trusting working atmosphere.
- Strategic key customer in the public sector with high visibility and genuine opportunities for shaping.
- Clear focus: Service Desk services - no 'jack-of-all-trades' role without a specialization.
- A modern company car that you can also use privately.
- Challenging tasks and client projects.
- Professional delivery setup, short communication channels, strong internal specialist departments, and development prospects.
- Modern work models (hybrid) with a location in Hamburg and organizational affiliation with DATAGROUP Stuttgart GmbH.
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Benefits
Health, Fitness & Fun
- 🚲Jobbike
- ⚽️Tabletop Soccer, etc.
- 🙂Health Care Benefits
- 🏋🏿♂️Fitness Offers
- 👩⚕️Company Doctor
- 🎳Team Events
Food & Drink
More net
- 🍰Employee Stock Option
- 🛍Employee Discount
- 🚙Company Car
- 📱Company Phone for Private Use
- 💻Company Notebook for Private Use
- 🚎Public Transport Allowance
- 👴🏻Company Retirement Provision
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
DATAGROUP Operate IT GmbH
DATAGROUP is one of the leading German IT service providers. More than 3,500 employees at locations throughout Germany design, implement and operate business applications and IT infrastructures in IT outsourcing. With CORBOX, we offer customers all IT services they need for stable IT operations.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Dev Reviews
by devworkplaces.com
Total
(1 Review)3.2
Engineering
2.7Workingconditions
4.0Culture
3.5Career Growth
2.7
Senior Service Manager - Service Desk Services
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
