German Speaking IT Service Manager (Hybrid)

Ignite; Niedersachsen; Hybrid; EUR 59,000 - 72,000; Full time

Benefits offered by this job

Company Car

Hybrid work model

Training & certification budget

Onboarding plan

Mentorship

Job summary

Ignite in Osnabrück is seeking an IT Service Manager (m/w/d) to own IT service delivery for cloud and managed services. You will bridge engineering teams with enterprise clients, champion operational excellence, and drive service quality across mixed environments.

The role requires at least 2 years in IT Service Management, strong ITIL and cloud familiarity, and fluent German (C1). It is a permanent, full-time position with a hybrid work setup and a company car benefit.

Qualifications

• 2+ years in IT Service Management, Client Success, or Technical Account Management.
• Strong ITIL knowledge covering Incident, Problem, Change, and Release Management.
• Understanding of cloud infrastructures and enterprise software.
• Ability to communicate with engineers and clients; consultative approach.
• German language proficiency at C1 for client interactions and documentation.

Responsibilities

• Oversee services against SLAs and KPIs to ensure top performance and availability.
• Design and refine service-level reports; lead client service reviews.
• Conduct advisory sessions to assess client cloud infrastructure and outline development roadmaps.
• Lead root-cause investigations and post-mortems for incidents and escalations.
• Coordinate changes and releases with internal teams and external stakeholders.

Skills

IT Service Management

ITIL

Cloud architectures

DevOps

Client communication

Incident management

Change management

Documentation

Tools

Hybrid work tools

Job description

Salary: Up to €65,000 gross per year + Company Car

Job Title: IT Service Manager (m/w/d)

Location: Osnabrück, Germany (Hybrid setup with 2 mandatory on-site days per week)

Experience Level: Minimum 2 years

Language Requirement: German (C1)

Employment Type: Permanent, Full-Time

Position Summary

We are seeking a dedicated IT Service Manager (m/w/d) to take ownership of our high-impact cloud and managed services. Working within an innovative setting that spans artificial intelligence, cloud infrastructure, and custom software development, you will serve as the primary link between our expert technical squads and our corporate clients. In this dynamic role, you will champion operational excellence and service delivery, ensuring seamless IT operations while building trusted, long-term partnerships with our enterprise clients.

Core Responsibilities

• Service Quality & SLA Monitoring: Oversee services against established Service Level Agreements (SLAs) and key performance indicators to guarantee optimal performance, system availability, and top-tier quality standards.
• Client Reviews & Reporting: Design and refine service-level reports, lead routine client service reviews, and partner closely with key stakeholders to implement continuous improvements and optimizations.
• Operational & Cloud Consulting: Facilitate structured advisory sessions to evaluate existing client cloud infrastructures, identify operational gaps, and outline actionable development roadmaps.
• Incident & Escalation Control: Prioritize and manage complex incidents, service bottlenecks, and escalations, spearheading root-cause investigations and cross-functional post-mortems for lasting resolutions.
• Change & Release Coordination: Oversee changes and releases in alignment with internal technical teams and external stakeholders, carefully tracking technical dependencies, timelines, and risk factors.
• Client Onboarding: Facilitate smooth handoffs and technical onboarding when integrating new clients and services, ensuring well-defined responsibilities, operational frameworks, and streamlined workflows.

Candidate Qualifications

Essential Qualifications:

• Professional Background: At least 2 years of practical, hands-on experience working in an IT Service Management, Client Success, or Technical Account Management role.
• Process Knowledge: Strong working familiarity with ITIL frameworks covering Incident, Problem, Change, and Release Management (an official ITIL certification is a distinct advantage).
• Technical Insights: Working comprehension of modern cloud architectures, enterprise software, and DevOps workflows to properly judge operational impacts and communicate effectively with engineers.
• Consultative Approach: Outstanding verbal communication, workshop moderation, active listening, and client advisory capabilities.
• Language Proficiency: Professional fluency in German (C1) for flawless client interactions and documentation.
• Mobility & Logistics: Openness to occasional regional travel for client appointments and ability to work from our Osnabrück office 2 days weekly under our hybrid model.
• Mindset: Highly organized, methodical, detail-oriented, and adept at managing multiple high-priority client inquiries simultaneously under pressure.

Benefits & Perks

• Competitive Pay: An attractive annual salary bracket of up to €65,000 gross per year.
• Company Car: A well-equipped company car provided for business travel, client meetings, and regional commuting convenience.
• Flexible Hybrid Model: A balanced work schedule featuring 2 days on-site in Osnabrück and flexible hours for the remainder of the week.
• Professional Advancement: A dedicated onboarding plan, ongoing mentorship, and dedicated budget and time for training and certification opportunities.
• Culture: A cooperative, flat-hierarchy atmosphere emphasizing personal autonomy, mutual appreciation, modern technology, and collaborative team success.