About the job Senior Service Manager EA-1292

NAXCON GmbH, located in the heart of Freiburg, is at the forefront of the German IT and engineering industry.

Our experts have extensive knowledge in software and hardware development, state-of-the-art electronics, and future-oriented technologies such as artificial intelligence and virtual reality.

We are not only dedicated to project work for our customers, but also intensively pursue in-house innovation projects as well as research & development. Renowned companies from a wide range of German industries place their trust in us - demonstrating the outstanding expertise and commitment of our engineers.

Position : Senior Service Manager

Location : Bonn, Frankfurt, Munich (One candidate will be selected for each location)

Field : Defence

Type : Full-time/80% Remote

Role Overview

The Senior Service Manager is responsible for the independent management and further development of the Service Management process, particularly focusing on email frontend services and mobile device access throughout the entire service lifecycle. The role involves optimizing service processes, managing cross-functional teams, and working closely with stakeholders to improve service delivery and customer satisfaction.

Key Responsibilities

Service Management : Take responsibility for the service lifecycle of email frontend services, especially focusing on mobile device access.
Process Management : Design, maintain, and optimize service processes, ensuring efficiency and effective operation.
Documentation & Knowledge Management : Create and maintain process documentation and knowledge databases to ensure smooth operations and information flow.
Team Leadership : Lead and coordinate a virtual, interdisciplinary service team, ensuring that all objectives are met efficiently.
Reporting : Develop and manage reports to assess service quality and areas for improvement.
Stakeholder Communication : Manage service-related communication with internal and external stakeholders and contribute to ongoing projects.
Customer-Focused Service Development : Work on service improvements based on customer requirements and continuous service improvement initiatives (CSI).
Escalation Management : Independently coordinate and manage escalations across multiple teams and departments.
Problem-Solving : Ensure transparent and sustainable solutions to service-related issues.

Qualifications

Languages : Fluent in German (C1 level) and a strong understanding of English (B1 level).
Technical Expertise : Excellent technical knowledge of MS Outlook and advanced expertise in Microsoft Exchange.
Commercial Understanding : Strong understanding of commercial processes, including creating and evaluating financial reports, managing license management, cost control, and creating quotations.
Knowledge in ITIL : Proficient in ITIL processes, managing Kanban boards in Jira, and creating dashboards.
Education : A degree in business or computer science or comparable training with professional experience.

Experience Requirements

Service Management Experience : Minimum of 5 years of experience in service management, with experience in leading teams and managing external service providers.
Experience with Agile Methods : At least 2 years of experience working with agile methods in IT, such as Scrum Product Owner.

Soft Skills

Teamwork : Strong ability to collaborate and present team-oriented solutions.
Communication : Effective verbal and written communication, with the ability to clearly explain technical topics.
Responsibility : High level of responsibility and the ability to work independently.
Adaptability : Willingness to adjust and think creatively in changing situations.
Customer Orientation : Ability to demonstrate a high level of customer focus and deliver excellent service.

Additional Information

Mobility : Willingness to travel is required as part of the role.
Home Office : The position offers approximately 80% remote work flexibility.

What we offer

Join a cosmopolitan and internationally mixed team: We welcome individuals from all backgrounds and cultures to contribute their unique perspectives and talents to our team.
Polish your German language skills: If you are looking to improve your German language skills, we offer a supportive environment where you can practice and develop your language abilities: whether you are a beginner or an advanced speaker.
Benefit from a fixed contact person from the company: We understand the importance of having a reliable point of contact within the company. That's why we assign a dedicated contact person who will provide guidance and support throughout your employment with us.
Professional growth and development: With us, our engineers can immerse themselves in new industries or projects after just 1-2 years and actively transfer knowledge.
Enjoy regular team events with the company: We believe in the power of team building and fostering positive relationships within the workplace. That's why we organize regular team events to promote collaboration and strengthen our team bonds.
Competitive compensation package: At NAXCON, we believe that our engineers are our greatest asset. That's why we offer a comprehensive and competitive compensation package that includes a salary commensurate with experience and expertise.

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