Senior Service Manager

Service Delivery & Operations: Own the operational lifecycle of complex managed services, ensuring SLA compliance, security, and stability for cloud applications and microservices; Lead incident and problem management, acting as the primary escalation point for high-priority outages and driving deep root-cause analysis; Mature operational workflows by continuously improving how we monitor, triage, and resolve technical challenges across all engagements. Governance & Process Optimization: Design and implement process models that bridge the gap between ITIL standards and Agile development practices; Translate operational data into insights, producing high-quality performance reports, SLA metrics, and official technical documentation; Ensure framework compliance, maintaining the accuracy of our service management standards and operational requirements. Client & Stakeholder Strategy: Build trusted partnerships with clients and technical teams, providing clear, structured communication on service status, risks, and improvements; Lead the operational transition for new service engagements, ensuring seamless onboarding and long-term delivery readiness.

Responsibilities

Own the operational lifecycle of complex managed services, ensuring SLA compliance, security, and stability for cloud applications and microservices; Lead incident and problem management, acting as the primary escalation point for high-priority outages and driving deep root-cause analysis; Mature operational workflows by continuously improving how we monitor, triage, and resolve technical challenges across all engagements; Design and implement process models that bridge the gap between ITIL standards and Agile development practices; Translate operational data into insights, producing high-quality performance reports, SLA metrics, and official technical documentation; Ensure framework compliance, maintaining the accuracy of our service management standards and operational requirements; Build trusted partnerships with clients and technical teams, providing clear, structured communication on service status, risks, and improvements; Lead the operational transition for new service engagements, ensuring seamless onboarding and long-term delivery readiness

Requirements

5+ years of proven track record in Service Management, Project Management, or an operational leadership role; Practical knowledge of ITIL frameworks and service delivery standards; Demonstrated ability to manage multiple complex service engagements and stakeholders simultaneously; Solid understanding of cloud infrastructure (AWS/Azure) and the ecosystem of connected devices; Hands-on experience with technical stacks, including ticketing systems (JIRA) and monitoring tools (New Relic, Grafana); Proficiency in documentation and reporting using MS Office, with a strong focus on Excel; Strongly analytical and structured approach, with a clear orientation toward goals and problem-solving; Natural team player with excellent communication skills and a collaborative mindset; Bachelor’s or Master’s degree in a technical field or an equivalent track record of practical experience; Fluent English (written and verbal) is mandatory

Nice to have

Proficiency in German is a strong advantage

Benefits

22-27 days of annual leave; Flexible working hours; Hybrid program; Up to 3 days off for private purposes; Medical subscription for annual health check ups; Paid private health insurance; Mental health and well-being initiatives; Technical and soft skills training; Mentorship program and personalized development plans; English and German language courses; Local and global career development programs; Opportunities to attend conferences; Office restaurant with lunch discounts; Annual bonus; Referral bonus