Service Manager ITSM (m/f/d) Freshservice

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 and time through efficient processes enabled by our software.

Service Manager ITSM (m/f/d)

This role is responsible for the strategic and operational management of all IT Service Management processes related to the Freshservice helpdesk platform. You will own the entire service lifecycle, including the administration, configuration, and continuous optimization of Freshservice, ensuring high service quality and alignment with business needs.

Responsibilities

• Full technical ownership of the Freshservice ITSM platform.
• Design, implementation, and continuous improvement of ITIL‑based processes (Incident, Request, Problem, Change, Asset Management).
• Act as the interface between IT, end users, and external service providers.
• Monitor and report on service KPIs.
• Provide training and support to internal stakeholders.
• Coordinate service improvement initiatives.
• Ensure 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); Spanish language skills are a plus.

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, company pension plan, group accident insurance, bike leasing, discounts on corporate benefits, subsidised meals at on‑site sites.

Location and Flexibility

Hybrid remote: 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.

Travel to on‑site team events and any location within Germany.

Vacation: 30 days a year.

Flexible working hours.

Legal Note

• TecAlliance can only consider candidates for employment who are legally authorised to work in a country listed in the job posting, where we have an established legal entity and payroll system. Unfortunately, we are currently unable to hire candidates who require relocation, visa support, or are located outside of that country. Of course you can apply, if you hold a work permit and are willing to / or already moved to the country. Thank you for your understanding.
• It is not possible to work outside of the country you are applying for. Meaning that, if you apply e.g. for Germany, you must work from within Germany. It is not possible to work from abroad. You can work at any location within the borders of the listed country, unless the job posting specifies a certain City.

Culture

We value ownership, cooperation, entrepreneurial thinking, and self‑reflection to communicate effectively as ONE team. We have a fun team culture, celebrate regularly, and encourage a values‑driven culture and agile transformation.

Referrals increase your chances of interviewing at TecAlliance by 2×.