Job
In this role, you ensure contract-compliant delivery and quality of IT outsourcing services, manage SLAs and KPIs, coordinate teams and partners, and conduct service reviews.
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Job technologies
Your role in the team
- Ensuring contract-compliant service delivery and service quality across the entire IT outsourcing scope.
- Management of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and continual improvement.
- Coordination of internal teams and external partners, as well as cross-functional escalation management.
- Preparation and facilitation of service reviews and management meetings, including analyses, reporting, and decision papers.
- Monitoring scope of services, costs, and deadlines, and ensuring accurate billing during regular operations.
- Management of customer requirements and support of the service transition for new or changed services.
- Close collaboration with Account Management, Project Management, and the Service Owner.
- Further development of the customer relationship and service portfolio in collaboration with Key Account Management.
Our expectations of you
Education
- A completed degree in (business) informatics or a comparable qualification.
Qualifications
- Broad technical understanding of Service Desk, Workplace, IT Infrastructure Services, Cloud Platforms (preferably Microsoft Azure), Security, Voice & Communication, Application Management, and SAP.
- Understanding of the specific requirements for operating critical infrastructure, ideally in the energy sector.
- Very good written and spoken German and English skills.
- You are willing to travel and thrive under pressure.
Experience
- At least ten years of professional experience in IT service management, with responsibility for major clients and complex IT outsourcing services.
- In-depth knowledge of ITIL and experience in Service Level Management, Supplier Management, and Escalation Management.
- Confident demeanor and proven experience communicating at management level, as well as a commercial understanding of contracts, costs, and billing.
- Experience in IT transition, IT transformation, or infrastructure projects, ideally in a leadership role.
What we offer
- Become part of our modern, hybrid work culture at our locations in Gütersloh, Leipzig, Rostock, Hamburg, Cologne, or Oldenburg, and enjoy the flexibility to work remotely—for example, from home.
Benefits
Health, fitness & fun
Work-Life-Integration
Food & drink
Topics you will work on
Job locations
About your employer
Bertelsmann is a multinational enterprise that functions in roughly fifty countries across the globe. It comprises of RTL Group, Penguin Random House (a trade book publisher), Gruner + Jahr (magazine publishing firm), BMG (music business entity), Arvato service provider, Bertelsmann Printing Group, Education Division and lastly Bertelsmann Investments – an extensive array of investment funds.
- 250+ Employees
- 1835
- Established Company
- Full Remote, Hybrid, Onsite
- Media, Publishing
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