Customer Service Manager (m/f/x)

Your Contribution

You own and continuously improve end-to-end service delivery for the ITONICS SaaS and on-premise applications by ensuring SLA-compliant availability, performance, and security, driving efficient incident resolution with root cause elimination, and directly contributing to company success through enhanced customer satisfaction, retention, and sustained business value.

Your Day-to-Day Tasks

You operate at the center of service operations, coordinating across teams and ensuring seamless delivery.

• Own end-to-end incident, request, escalation, and complaint management
• Ensure accurate logging, prioritization, and SLA-compliant resolution
• Monitor application performance, analyze service data, and conduct root cause analysis
• Prepare service reports and derive actionable improvement measures
• Act as primary contact for customers in complex service engagements
• Coordinate with Engineering, DevOps, QA, Product, and Delivery teams
• Advise on security, compliance, licensing, upgrades, backup, and disaster recovery strategies
• Plan and coordinate releases for SaaS and on-premise services

Your Skills & Qualifications

You combine technical depth with strong service management expertise and stakeholder communication.

• Proven experience in Service Delivery, Incident Management, or IT Service Management
• Deep understanding of SaaS and on-premise application environments
• Hands-on experience with SLA/SLO management and KPI-driven service improvement
• Solid knowledge of ITIL frameworks and service management best practices
• Analytical mindset with the ability to make data-driven decisions
• Excellent communication skills across technical and non-technical audiences (B2 English is a must, German and other languages are a plus)
• Strong ownership mentality with the ability to manage escalations effectively
• Experience in security, compliance, and operational governance is a plus

Why us?

Work with forward-thinking organizations shaping the future of their industries while owning mission‑critical service delivery that directly impacts customer experience and business outcomes. At ITONICS, you combine strategic service management with modern Cloud and application operations to ensure reliable, secure, and high‑performing systems in real‑world environments. You’ll join a global, high‑performing team of experts who bring together ITIL best practices, data‑driven service improvement, and hands‑on execution to resolve issues fast, enhance service quality, and deliver measurable value to our customers.