Job
In this role, you will monitor and optimize the operation of IT services, capture new requirements, coordinate internal and external providers, and further develop IT service processes according to ITIL.
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Your role in the team
- As a Service Manager (m/f/d), you will be responsible for the stable and continuous operation of our clients' IT services.
- You are the primary contact for our clients, coordinating internal and external service providers and continuously developing the quality of service.
- Management and continuous support of our clients' IT services (including SAP/ERP, Microsoft O365, CRM, DMS, as well as other business applications).
- Responsibility for ensuring compliance with agreed Service Levels (SLAs) as well as monitoring and optimizing service quality.
- Recording, analyzing, and evaluating new requirements in close collaboration with the departments of our clients.
- Support in the implementation of new services and changes until successful transition into operational business.
- Continuous improvement of IT service processes according to ITIL (Incident, Problem, Change, Request, and Service Level Management).
- Management and coordination of internal teams as well as external service providers and vendors.
- Conducting service reviews as well as creating meaningful reports and KPIs.
- Identifying and initiating optimization potentials through automation, standardization, and the targeted use of modern AI technologies in IT Service Management.
- Trusted contact person for Key Users as well as interface between the client, Service Desk, Operations, and Project Teams.
Our expectations of you
Education
- Successfully completed training or studies in the field of computer science, business informatics, or a comparable qualification.
Qualifications
- Knowledge of IT infrastructure, cloud technologies, and IT security.
- Willingness to occasional business trips (approx. 20%).
- Strong customer and service orientation.
- Structured, independent, and solution-oriented way of working.
- High communication and moderation skills.
- Confident demeanor and enjoyment in working with clients and various stakeholders.
- Self-initiative, sense of responsibility, and hands-on mentality.
- Fluent German language skills as well as good English language skills in spoken and written form.
Experience
- Several years of professional experience in IT Service Management, IT Operations, or in managing complex IT landscapes.
- Strong interest and experience in the use of artificial intelligence for automating and optimizing ITSM processes, as well as a willingness to actively shape this field.
- Good knowledge of ITIL processes as well as practical experience in Service Level Management.
- Experience in supporting ERP systems (e.g., SAP or Microsoft Dynamics 365) as well as in the Microsoft infrastructure environment is advantageous.
- Experience in managing external service providers and vendors.
What we offer
- Exciting client projects with renowned companies.
- A lot of creative freedom and personal responsibility.
- Modern work tools and flexible working models.
- Opportunity to actively implement innovative AI technologies in client projects.
- Individual training and certification opportunities (e.g., ITIL, Microsoft, SAP).
- A collegial team with short decision-making paths and an open corporate culture.
Topics you will work on
Job locations
About your employer
bluekey solutions GmbH & Co. KG is a renowned IT consulting firm based in Gaiberg, Germany. It specializes in consulting, project management, and providing external CIO services, particularly for medium-sized companies. The company assists its clients with IT services, business applications, and enhancing their service quality.
- Established Company
- Onsite
- Consulting
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