Service Manager (German Speaking)

Key Responsibilities

Service Delivery & Operations

Support and progressively own the operational delivery of managed service engagements ensuring SLA compliance service stability and quality.

Act as a point of contact for service incidents coordinating triage resolution and root-cause analysis with precision and follow-through.

Work closely with cross-functional teams (engineering DevOps security cloud) to ensure integrated operational delivery.

Apply and contribute to the continuous enhancement of our ISO 20000-aligned service management processes.

Client & Stakeholder Management

Manage client relationships proactively with particular focus on engagements in German-speaking markets.

Communicate operational status risks and improvement opportunities in a clear structured and timely manner.

Foster trust and alignment across multiple client stakeholders through reliable responsive and well-prepared interactions.

Governance & Reporting

Produce and deliver service performance reports SLA monitoring and operational insights with accuracy and consistency.

Ensure documentation accuracy and compliance with service management frameworks and standards.

Supportharmonisationandstandardisationof operational practices across engagements.

Continuous Improvement & Knowledge Management

Identify and drive improvements in service delivery processes operational efficiency and client experience.

Contribute to building reusable service components playbooks and process templates.

Promote knowledge sharing and operational excellence across the Managed Services team.

Operations Consulting & Pre-Sales (Development Track)

As part of your growth you will progressively participate in:

Pre-sales activities including contributing to service proposals defining operational models and estimating service approaches.

Helping clients design operating models governance structures and process frameworks aligned with managed services best practices.

Supporting clients in maturing their incident problem and operational processes.

Contributing to transition readiness and operational onboarding for new managed service engagements.

Required Qualifications

1-4 years of experience in service management IT operations project management or a related operational role.

German language skills at C1 level or above (mandatory) for daily client communication reporting and documentation.

Fluent English speaking and writing (mandatory) for internal communication reporting and client-facing work.

Strong knowledge of ITIL or demonstrated willingness to acquire it; experience with modern engineering / DevOps environments is an advantage.

Excellent communication skills: ability to convey complex operational information clearly concisely and in a structured way both verbally and in writing.

Structured and disciplined working style: strong time management ability toprioritiseacross multiple engagements and reliable follow-through on commitments.

Proactive mindset: you anticipate issues flag risks early and take initiative rather than waiting for instructions.

Strong stakeholder management and relationship-building abilities including the confidence to manage difficult conversations constructively.

Analytical and problem-solving orientation: you approach incidents and operational challenges methodically with a focus on root causes rather than symptoms.

Ownership mentality: you take responsibility for outcomes not just tasks and hold yourself accountable for the quality of your work.

Adaptability and learning orientation: willingness to work across different client contexts technologies and team setups and to continuously develop your skills.

What We Offer

Certification and education support: we sponsor your ITIL ISO 20000 and other relevant certifications including exam fees training courses and study time.

Mentoring: you will be paired with an experienced Service Manager who will guide your professional development and career growth.

Work life blend:we offer a safe and healthy workplace with flexible working hours and the possibility to work from home.

Profit share scheme:in addition to your annual salary you may receive a profit share defined by the companys success in the previous year.

Global and DiverseZühlkecommunity:witness how colleagues from all our offices across the globe come together to create a unique positive and inclusive work culture learning from one another at annual team camps and celebrating year-end parties and other local festivities.

Committed to development:we are committed to the growth of our people and are investing in your development. We are empowering you to build the skills you need to make a positive impact both personally and for our clients today and in the future.