Senior Service Manager – IT Mobility & Service Management

NAXCON; Weil am Rhein, Stuttgart; Remote; EUR 90,000 - 135,000; Full time

Benefits offered by this job

International environment

German language development support

Dedicated point of contact

Professional growth opportunities

Regular team events

Competitive compensation

Job summary

NAXCON GmbH is seeking a Senior Service Manager for IT Mobility & Service Management in Germany. You will define, implement, operate and continuously improve complex IT mobility services across a large enterprise, coordinating internal teams, customers, suppliers and service providers to ensure reliable, contract-compliant delivery.

The role emphasizes Enterprise Mobility Management, Mobile Application Management, secure mobile communication, and end-to-end service delivery with a focus on

Qualifications

• Completed IT-related vocational training or IT degree.
• ITIL Foundation certification.
• Experience with IT Service Management and ITIL processes.
• Experience with Agile/Scrum, ideally Product Owner.
• Proven project management and stakeholder management experience.
• Strong understanding of IT processes, reporting and SAP purchasing.

Responsibilities

• Manage the complete service lifecycle from requirements definition to retirement.
• Coordinate end-to-end service delivery across multiple stakeholders.
• Ensure compliance with SLAs, quality standards and customer expectations.
• Coordinate service teams, manufacturers, suppliers and other stakeholders.
• Actively manage escalations between customers and providers.
• Prepare and deliver contractual service reports and performance information.
• Support change requests, quotations, service descriptions and commercial activities.
• Identify service requirements exceeding contractual scope and coordinate escalation.
• Plan, coordinate and track activities with technical departments and project teams.
• Lead and coordinate virtual and agile service teams.
• Travel up to 20% and ~40% mobile working as needed.
• Participate in market research, tenders and procurement activities.
• Coordinate roadmap meetings, deliveries, orders, escalations and invoice management.

Skills

ITIL Service Management

Agile/Scrum

Product Owner

Stakeholder Management

Service Reporting

SAP Purchasing

Project Management

IT Processes

Education

IT-related vocational training or IT degree

Tools

SAP

Job description

Senior Service Manager – IT Mobility & Service Management

Job Openings Senior Service Manager – IT Mobility & Service Management

About the job Senior Service Manager – IT Mobility & Service Management

NAXCON GmbH, headquartered in Weil am Rhein with additional offices, including Stuttgart, is one of Germany's leading engineering and IT service providers.

Our experts possess extensive expertise in software and hardware development, modern electronics, and cutting-edge technologies such as Artificial Intelligence (AI).

In addition to delivering high-quality engineering solutions for our customers, we are passionate about driving our own innovation projects as well as research and development activities. Renowned companies from a wide range of industries place their trust in our expertise, reflecting the outstanding knowledge, professionalism, and commitment of our engineers.

Position: Senior Service Manager – IT Mobility & Service Management

Location: Meckenheim, München (You can choose one of the locations)

Type: Full-time

Job Description

We are looking for an experienced Senior Service Managerto take responsibility for the definition, implementation, operation, and continuous improvement of complex IT mobility services in a large-scale enterprise environment.

The role focuses on Enterprise Mobility Management (EMM), Mobile Application Management (MAM), secure mobile communication, application services, and end-to-end service delivery. The successful candidate will coordinate internal teams, customers, suppliers, and technical service providers to ensure reliable, contract-compliant service delivery and high customer satisfaction.

Key Responsibilities

• Manage the complete service lifecycle, from requirements definition and service creation through implementation, operation, continuous improvement, and potential retirement.
• Coordinate and manage end-to-end service delivery across multiple technical and organizational stakeholders.
• Ensure compliance with contractual requirements, agreed service levels, quality standards, and customer expectations.
• Coordinate service teams, manufacturers, suppliers, and other stakeholders to resolve operational issues and ensure smooth service delivery.
• Actively manage escalations and conflicts between customers and service providers.
• Prepare and ensure delivery of contractual service reports, documentation, and performance information.
• Support change requests, quotations, service descriptions, and commercial activities.
• Identify service requirements that exceed existing contractual scope and coordinate the appropriate escalation and follow-up.
• Plan, coordinate, and track activities involving technical departments, service providers, suppliers, and project teams.
• Lead and coordinate virtual and agile service teams.
• Support and, where required, coordinate project teams associated with the responsible services.
• Participate in market research, tenders, competitive procurement, and purchasing activities.
• Coordinate technical planning, priorities, schedules, and escalations for critical issues and service disruptions.
• Work directly with customers to identify and implement service improvements.
• Coordinate research, analysis, reporting, evaluations, comparisons, and recommendations related to service delivery.
• Coordinate communication with manufacturers, including roadmap meetings, deliveries, orders, escalations, quality assurance, and invoice/order management.

Required Qualifications

• Completed vocational training in an IT-related profession, a Bachelor's degree in IT, or equivalent professional experience in an IT environment.
• ITIL Foundation certification, minimum ITIL V3 Foundation or equivalent.
• Experience with IT Service Management and ITIL processes.
• Experience with Agile/Scrum, preferably as a Product Owner.
• Proven experience in project management, project coordination, and stakeholder management.
• Strong understanding of:
• IT processes
• Reporting
• SAP purchasing processes
• Project-management methodologies

Professional Experience

The candidate should demonstrate:

• At least 2 years of experience in ITIL Service Management, preferably in an Enterprise Mobility Management / Mobile Application Management environment.
• Experience covering the complete service lifecycle, from requirements engineering through operational support and continuous improvement.
• At least 2 years of Product Owner experience for services or service functions involving end-to-end coordination.
• At least 2 years of project management, project coordination, or project/team-lead experience.

Technical Environment

Experience with some of the following areas is highly relevant:

• Enterprise Mobility Management (EMM)
• Mobile applications
• ITIL Service Management
• Agile/Scrum
• Product Ownership
• Service reporting
• SAP purchasing processes
• Supplier and manufacturer management

Languages

• German: C2

Language proficiency should be demonstrated according to the Common European Framework of Reference for Languages (CEFR).

Personal Skills

• Strong teamwork and communication skills
• Customer-oriented approach
• Excellent verbal and written communication
• High level of initiative and personal responsibility
• Ability to independently identify and drive topics forward
• Strong organizational and coordination skills
• Ability to manage escalations and complex stakeholder situations
• Structured and persistent approach to completing tasks
• Confident interaction with customers, internal teams, suppliers, and management

Additional Requirements

• Willingness to travel up to 20%.
• Approximately 40% mobile working is expected.
• The position may be subject to security-related eligibility requirements, including nationality and applicable security/restriction regulations.

What we offer:

• International Working Environment: Join a diverse and multicultural team where people from different backgrounds and cultures collaborate to achieve outstanding results.
• German Language Development: Whether you are a beginner or an advanced speaker, we provide a supportive environment to help you improve your German language skills.
• Dedicated Point of Contact: You will have a personal contact within the company who will support and guide you throughout your employment.
• Professional Growth: Our engineers have the opportunity to work on exciting projects across different industries, continuously expanding their expertise and developing new skills.
• Regular Team Events: We organize regular company events to strengthen team spirit, encourage collaboration, and create a positive working atmosphere.
• Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance.