Job
- Level
- Senior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Kassel, Berlin, Karlsruhe, Frankfurt, Münster (Hessen), Wedemark, Duisburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you monitor service levels, coordinate performance agreements, and analyze deviations to initiate improvement measures and optimize service quality.
Job Technologies
Your role in the team
- Monitoring of the agreed Service Levels (SLAs), KPIs, and service quality.
- Coordination of Service Level Agreements (performance certificates, SLA) with clients & Service/Product Owners and external service providers to ensure reliable service delivery.
- Analysis of performance deviations and initiation of appropriate improvement and escalation measures.
- Responsibility for contract and service management throughout the entire lifecycle.
- Conducting service and performance reviews as well as creating meaningful reports and KPIs.
- Identification of optimization, automation, and savings potentials to increase quality and efficiency.
- Management of escalations as well as follow-up on agreed measures and root cause analyses.
- Building and maintaining sustainable relationships with clients, internal stakeholders, and service providers.
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Our expectations of you
Education
- Completed degree in Business Informatics, Computer Science, or a comparable qualification.
Qualifications
- In-depth understanding of the technical and commercial management of providers and subcontractors.
- Solid knowledge of IT service management as well as ITIL-based processes.
- Strong analytical and conceptual skills as well as a structured and solution-oriented approach to work.
- Fluent German skills (at least C1) and business-fluent English skills.
Experience
- Extensive professional experience of approximately 10 to 15 years in a comparable environment.
- Ideally, several years of practical experience in IT service management and the use of automation and digitalization solutions.
- Strong affinity for modern IT infrastructures and ideally practical experience in this area.
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What we offer
- 30 days of vacation.
- Mobile working and flexible working time models.
- Hansefit Corporate Fitness.
- Modern workplace equipment.
- JobBike & additional benefit programs.
- No suit, no costume, no problem.
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Benefits
Work-Life-Integration
Higher Take-Home Pay
Topics You Will Work On
Job Locations
About Your Employer
Ratiodata IT-Lösungen & Services GmbH
We, Ratiodata GmbH, are one of the largest system houses and technology partners in Germany. Our team consists of around 1,200 colleagues who are employed at 12 locations and branches throughout the country. We offer our employees a modern work environment as well as above-average social benefits.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Second-level supporter
- Location
- Kassel, Berlin, Karlsruhe, Frankfurt, Münster (Hessen), Wedemark, Duisburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
