Service Manager, IT Services, Space (m/f/d)

Terma Group; Frankfurt; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Training & development

Challenging projects

International atmosphere

Competitive salary

Hybrid work option

Zusammenfassung

Terma Group in Darmstadt, Germany, is seeking a Service Manager to lead a skilled IT service team across demanding aerospace/space sectors. The role emphasizes service delivery, process optimization and customer satisfaction, with a strong focus on SLAs and KPIs.

You will coordinate responsibilities, drive monthly reporting, and partner with Talent Acquisition on recruitment. A hybrid work option is available up to 3 days remote per week depending on customer needs.

Qualifikationen

• 5+ years of IT Service Management experience.
• Proven track record in team leadership (3+ years).
• Experience in project management with SLA/KPI focus.
• Hands-on ITIL, ticketing and user support in a service context.
• Budget management and cross-functional resource planning.

Aufgaben

• Coordinate day-to-day activities of the service team.
• Collect inputs for monthly reports from team and subcontractors.
• Ensure service docs, ticketing records and processes meet KPIs/SLAs.
• Act as the primary interface between the service customer(s) and Terma.
• Provide technical guidance to the service team.

Kenntnisse

IT Service Management

Team leadership

Project management

ITIL processes

Budget management

Monthly reporting

Stakeholder management

Fluent English

Problem-solving

Communication

Ausbildung

Bachelor’s or Master’s degree in IT/CS/Engineering

ITIL, PMP, PRINCE2 certifications

Tools

ServiceNow

JIRA

Jobbeschreibung

We are looking for a Service Manager to support us across a range of IT Services, adapting to growing IT demands while leading a team of highly qualified specialists.

Your responsibilities

Service delivery and team coordination

• Coordinate the day-to-day activities of your service team;
• Collect the inputs for the monthly report from your team members and subcontractors;
• Ensure that service documentation, ticketing system records, service processes and procedures – and all service activities performed by your team – are delivered in line with our customer’s expectations and the agreed KPIs/SLAs;
• Act as the prime interface between our service customer(s) and Terma for all activities related to your service team;
• Provide technical support and guidance to your service team.

People leadership

• Lead your service team with focus on policy, strategy implementation and control;
• Collaborate with the Talent Acquisition team on the recruitment of new team members;
• Manage, safeguard and maximise resource allocation in compliance with organisational goals and objectives;
• Coordinate the goals and achievements of your team members;
• Coach and mentor your team members;

Project leadership

• Initiate, plan, coordinate, execute, monitor and close your service team’s activities in line with the agreed SLAs and KPIs;
• On-time delivery – keep milestones, including monthly reports and project deliverables;
• Ensure customer satisfaction;
• Coordinate your team members;

Skills and experience

• 5+ years of experience in IT Service Management, preferably in the space/aerospace, satellite or meteorological sectors;
• Proven track record in team leadership and management (3+ years), including coaching, mentoring and performance evaluation;
• Experience in project management (initiation, planning, execution, monitoring and closure) with a focus on SLA and KPI compliance;
• Hands-on experience with ITIL processes, ticketing systems and user support in a service-oriented environment;
• Experience in budget management, resource allocation and on-time, on-budget project delivery;
• Familiarity with monthly reporting, documentation standards and client communication in a technical context.

Technical skills

• Strong understanding of IT service management tools (e.g. ServiceNow, JIRA or similar);
• Proficiency in technical and managerial documentation and reporting;
• Knowledge of space/aerospace IT infrastructure and related technologies is a strong plus;
• Ability to analyse and improve processes to meet organisational goals and SLAs.

Leadership and soft skills

• People management: ability to lead, motivate and develop a team, including onboarding, coaching and mentoring;
• Stakeholder management: strong communication and negotiation skills to act as the primary interface between our service customer(s) and Terma;
• Customer focus: proactive in managing client expectations and ensuring high customer satisfaction;
• Collaboration: experience of working with Talent Acquisition, Business Development and other cross-functional teams;
• Problem-solving: analytical mindset to identify business opportunities, process improvements and technical evolutions.

Business development

• Ability to identify and pursue new business opportunities, including sales leads, bid management and proposal submission;
• Experience in supporting technical and progress meetings with clients and internal stakeholders.

Education and certifications

• Bachelor’s or Master’s degree in IT, Computer Science, Engineering or a related field;
• Certifications in ITIL, PMP, PRINCE2 or similar are highly desirable.

Language and communication

• Fluent English (written and spoken) is mandatory;
• Additional languages (e.g. French, German) are an advantage.

Personal attributes

• Result-oriented, with a focus on quality, efficiency and continuous improvement;
• Adaptable to changing priorities and able to work under pressure;
• Strong organisational skills to manage multiple tasks, deadlines and resources effectively.

Note

the ideal candidate will combine technical expertise with leadership acumen, ensuring both operational excellence and strategic growth for the team and the business.

Working location

This is a full-time, on-site position in Darmstadt, Germany, with an expected start date as soon as possible. Hybrid work is also possible, with up to 3 days per week remote from your German address, depending on customer needs.

What Terma can offer you

At Terma, we consider skilled employees, enthusiasm and job satisfaction as the very foundation of our success and as a prerequisite for the development of the “best-in-class” solutions that Terma provides. We lead the way in applying new technology, offering a wide range of growth opportunities for each individual and emphasising mutual respect across the board in our workplace.

Terma offers you a pleasant working environment at the customer site, where you will be able to take on challenging tasks and responsibilities in a highly professional company:

• Great opportunities for training and personal development;
• Challenges in an advanced technical environment;
• An international and cosmopolitan working atmosphere;
• An employment contract with an attractive package, including extra-legal benefits;
• A highly competitive salary.

Additional information

For further information, please contact Ms Raluca Moise by telephone on [phone] or by email at [e-mail].