Senior Service Manager (m/f/d)

What we offer

• Mobile working and flexible working time
• Collaborative, diverse company culture and superior team spirit
• Flat hierarchies and great feedback culture
• Development opportunities & career perspective
• International business & cross-site collaboration
• Modern, dog-friendly offices with nice amenities
• Company-paid health insurance, public transportation, lunch vouchers and further benefits

What you'll do

• Act as the primary point of contact for selected national and international Service Management customers
• Own the end-to-end customer experience and ensure high-quality service delivery
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests in alignment with Retarus standards, culture, and SLAs
• Oversee the full technical customer lifecycle from onboarding through ongoing operations
• Monitor service performance, contractual targets, and KPIs
• Prepare service reports and lead service review meetings with customers and stakeholders
• Act as the key escalation point for critical incidents, issues, and customer concerns
• Coordinate internal and external communication during incidents and across the customer lifecycle
• Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• Drive continuous improvement of processes, tools, and service quality
• Collaborate across departments and contribute to cross-functional initiatives
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas

What you'll need

• Completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
• At least 7 years of professional experience in Service Management, ideally in an IT environment
• Experience in functional or project-based leadership, with or without direct people responsibility
• Solid knowledge of IT service management and familiarity with frameworks such as ITIL or ISAE 3402
• Experience working with project management tools and structured service processes
• Formal training or demonstrated capability in leadership and people development
• Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are an advantage
• Strong analytical skills and a structured, organized approach to work
• Proactive, self-driven mindset with a positive attitude toward change
• Excellent communication and teamwork skills, with the ability to perform under pressure
• Entrepreneurial thinking, strong social skills, and sensitivity to international collaboration
• Fluent in English; German skills are a plus

What you can expect

At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, with constantly evolving needs and high expectations. You’ll be working with cutting-edge technology and great creative leeway to meet customers’ needs – and the projects you work on will be deployed globally. Working at Retarus, you will collaborate closely with convivial, culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.

Very important

Come as you are. Retarus is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Apply via our online application portal – it’s easy and doesn’t take long. Our colleague Alissa Selman is happy to field any questions you may have:

We’re looking forward to getting to know you!