Service Manager (m/w/d)
Core
Managing support and operations for complex web applications, ensuring SLA compliance and driving continuous service improvement.
Role type
Service Manager (Service Delivery & Operations)
Builds
Support and operational continuity for web application product increments
Domain
IT Service Management / Web Applications
Required skills
Service Design, Service Delivery Management, Service Transition, ITIL standards, Process Management, Process Optimization, Stakeholder Management, SLA/KPI Management, Cloud/On-prem environment knowledge
Preferred skills
ITIL Expert qualification, Project Management, Agile/Waterfall methodologies
Technologies
Cloud, on-prem, Web Applications
Responsibilities
Oversee support and operational tasks during development and production phases, Define and manage Service Level Agreements and performance descriptions, Act as escalation point for customers and stakeholders, Coordinate performance-delivering areas and external partners, Identify trends and optimization potentials for service delivery, Create and present KPIs and reports to ensure service quality
