Service Manager ITSM (m / f / d) Freshservice

Helping our customers to sell more parts & make things easier with our data and solutions based on our globally leading data standards

TecAlliance interconnects global automotive aftermarket data and knowledge from order to invoice. With over 900+ colleagues working in 140 countries, we are owned by 34 automotive companies like Bosch, Continental, Rheinmetall, and ZF. We act as an information hub and process facilitator for them, ensuring standardized processes that help clients save costs (process and indirect costs) and time through efficient processes enabled by our software.

As Service Manager ITSM (m / f / d) you will be responsible for the strategic and operational management of all IT Service Management processes related to the Freshservice helpdesk platform. This role owns the entire service lifecycle, including the administration, configuration, and continuous optimization of Freshservice, ensuring high service quality and alignment with business needs.

You would work in a hybrid mode, i.e. from one of our offices in Germany 1‑2 days per week, depending on team agreements, and the rest of the time you can work from home.

Responsibilities

Full technical ownership of the Freshservice ITSM platform.

Design, implementation, and continuous improvement of ITIL-based processes (Incident, Request, Problem, Change, Asset Management).

Acting as the interface between IT, end users, and external service providers.

Monitoring and reporting on service KPIs.

Providing training and support to internal stakeholders.

Coordinating service improvement initiatives.

Ensuring compliance with security and regulatory requirements in service operations.

Requirements

Degree in Computer Science, Business Informatics, or equivalent qualification.

Several years of experience in IT Service Management, ideally with Freshservice or similar platforms.

ITIL Foundation certification (minimum), ideally advanced ITIL certifications.

Experience in process design and optimization.

Strong communication skills and service-oriented mindset.

Experience with ticketing systems and service workflows.

Data analysis and reporting (e.g., Power BI, Excel, Freshservice Analytics).

Basic project management skills.

Excellent communication skills in German and English (both B2 or higher level); Spanish language skills are a plus.

Benefits

Contracts, Salary, and non‑monetary benefits

All our contracts are by default unlimited (probation period is six months).

Compensation package : 97% fixed base salary paid monthly, with a 3% performance‑based bonus paid annually, dependent on company performance.

Company credit card for travel : whenever you travel a lot you know the struggle. You have to cover travel costs. Never do that again. With your company credit card your cash stays with you as long as you hand in your expense bill promptly.

Company pension plan.