accompio GmbH: Senior IT Service Manager (m/w/d)
Core
Overarching steering of service performance for a strategic Enterprise customer, ensuring agreed service quality and continuous service development.
Role type
Senior IT Service Manager
Builds
Managed services for strategic Enterprise clients
Domain
IT Service Management / Enterprise IT
Required skills
IT Service Management, SLA management, KPI and reporting, Escalation management, Service Governance, Stakeholder coordination, Outsourcing/Multi-provider models, Contract negotiation
Preferred skills
ServiceNow, Matrix42, Microsoft-365, Endpoint Management, Workplace Services
Technologies
ServiceNow, Matrix42, Microsoft-365
Responsibilities
Ensure compliance with agreed SLAs and manage service quality, KPIs, and management reporting; Lead service reviews, governance meetings, and escalations at the management level; Coordinate internal departments, service owners, and external service providers; Identify risks and optimization potentials to drive sustainable service improvements; Develop existing services with the customer and support contract renewals and new service approaches.
Seniority
Senior, hands-on IC