IT Service Manager (m/w/d)
Core
Developing and implementing IT service strategies aligned with business goals, overseeing daily IT operations, and managing supplier contracts and SLAs.
Role type
IT Service Manager
Builds
IT services and infrastructure with a focus on stability and minimal downtime
Domain
IT Service Management / Managed Services
Required skills
ITSM processes (Incident, Problem, Change, Escalation management), Supplier and contract management, SLA monitoring, Customer relationship management, Sales support (offers, business cases), Training and onboarding
Preferred skills
Experience at a Managed Service Provider (MSP), IT service provider, or IT outsourcing firm, Hands-on mentality, Meeting moderation
Technologies
ITSM tools, Service management frameworks
Responsibilities
Coordinate incident and problem management, Steer changes to IT services and infrastructure, Handle customer inquiries professionally, Conduct system introductions and training for clients, Support proactive sales for existing customers
Seniority
Mid-Senior, hands-on IC