Customer Service Manager (m/f/x)

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 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

• 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

• 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 practicesAnalytical 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.

About us

ITONICS is a leading provider of SaaS innovation solutions, empowering organizations to anticipate and shape their futures. Our Innovation OS combines +15 years of specialist experience in end-to-end innovation management with cutting-edge technologies to streamline how global businesses manage, scale, and execute their growth strategies. With more than 150 experts worldwide, we support innovation leaders such as adidas, Johnson & Johnson, Toyota, Mondelez, Siemens, and KPMG. Our diverse, high-performing teams across inspiring global locations thrive on a culture of collaboration, bold thinking, and continuous growth. We’re not just building a platform; we’re shaping the future of innovation.

ITONICS is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We are dedicated to attracting and retaining the most qualified employees regardless of race, national origin, religion, sexual orientation, gender, age, or disability. ITONICS offers competitive salaries benchmarked against international industry standards. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for recruitment and employment applications.

For more, visit our careers page.