Service Manager, IT Services, Space (m/f/d)

Como Service Manager you drive IT service delivery and lead a skilled team to meet customer SLAs and KPIs. You act as the primary interface between the customer and Terma, guiding technical and operational excellence. You will shape service processes, coordinate cross-functional efforts, and ensure timely delivery and high customer satisfaction. This role blends people leadership with hands-on service management in a demanding aerospace context, offering growth through strategic impact and technical expertise.

• training and personal development opportunities
• challenging tasks in an advanced technical environment
• international and cosmopolitan working atmosphere
• attractive employment contract with extra-legal benefits
• highly competitive salary

• Oversee daily service team activities and coordinate workload
• Collect inputs for monthly reports from team members and subcontractors
• Ensure service activity, documentation, ticketing, processes and procedures align with customer expectations and KPIs/SLAs
• Act as the primary interface between the service customer(s) and Terma
• Provide technical guidance and support to the service team
• Lead policy, strategy implementation and control for the team
• Collaborate with Talent Acquisition on recruitment
• Manage resource allocation in line with organizational goals
• Coordinate goals and achievements of team members
• Coach and mentor team members
• Initiate, plan, execute, monitor and close service team activities in line with SLAs/KPIs
• Ensure on-time delivery of milestones, monthly reports and project deliverables
• Maintain customer satisfaction and coordinate team members

• 5+ years in IT Service Management, preferably in space/aerospace sectors
• 3+ years of proven team leadership and management
• Experience in project management with focus on SLA/KPI compliance
• Hands-on ITIL, ticketing systems and user support experience
• Budget management, resource allocation and on-time, on-budget delivery
• Experience with monthly reporting, documentation standards and client communication in a technical context
• Strong stakeholder management and cross-functional collaboration

• people management
• communication
• negotiation
• ITIL processes
• ServiceNow
• JIRA