Service Manager ITSM Freshservice

TecAlliance; Ismaning; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A global automotive software company is seeking a skilled IT Service Manager to take full technical ownership of the Freshservice ITSM platform. Responsibilities include designing and optimizing ITIL-based processes and acting as an interface between IT, users, and service providers. The ideal candidate has a degree in Computer Science or equivalent, with several years of experience in IT Service Management and strong communication skills in both German and English. This role offers a hybrid working model with flexibility and numerous benefits.

Leistungen

Unlimited contracts

Performance-based bonus

Company pension plan

Group accident insurance

Bike leasing

Subsidized meals

Qualifikationen

• Several years of experience in IT Service Management, ideally with Freshservice.
• Excellent command of German and English at B2 level or higher.
• Basic project management skills.

Aufgaben

• Full technical ownership of the Freshservice ITSM platform.
• Design and improving ITIL-based processes.
• Act as interface between IT and users.

Kenntnisse

IT Service Management

Communication skills

Process design and optimization

Data analysis

Ticketing systems

Ausbildung

Degree in Computer Science or equivalent

ITIL Foundation certification

Tools

Freshservice

Power BI

Excel

Jobbeschreibung

TecAlliance interconnects global automotive aftermarket data and knowledge from order to invoice. With over 900+ colleagues working in 140 countries, we are owned by 34 automotive companies like Bosch, Continental, Rheinmetall, and ZF. We act as an information hub and process facilitator for them, ensuring standardized processes that help clients save costs (process and indirect costs) and time through efficient processes enabled by our software.

Responsibilities

Full technical ownership of the Freshservice ITSM platform.

Design, implementation, and continuous improvement of ITIL-based processes (Incident, Request, Problem, Change, Asset Management).

Acting as the interface between IT, end users, and external service providers.

Monitoring and reporting on service KPIs.

Providing training and support to internal stakeholders.

Coordinating service improvement initiatives.

Ensuring compliance with security and regulatory requirements in service operations.

Qualifications

• Degree in Computer Science, Business Informatics, or equivalent qualification.
• Several years of experience in IT Service Management, ideally with Freshservice or similar platforms.
• ITIL Foundation certification (minimum), ideally advanced ITIL certifications.
• Experience in process design and optimization.
• Strong communication skills and service-oriented mindset.
• Experience with ticketing systems and service workflows.
• Data analysis and reporting (e.g., Power BI, Excel, Freshservice Analytics).

Basic project management skills.

Excellent communication skills in German and English (both B2 or higher level); Spanish language skills are a plus.

Benefits

• Contracts, Salary, and non-monetary benefits.
• All our contracts are by default unlimited (probation period is six months).
• 97% fixed base salary paid monthly, with a 3% performance-based bonus paid annually, dependent on company performance.
• Company credit card for travel.
• Company pension plan.
• Group accident insurance.
• Bike leasing.
• Discounts on our corporate benefits program with a broad range of partners.
• In case you work on one of our sites, we offer subsidized meals.

Location‑independency / flexibility

Hybrid Remote: you would work in a hybrid mode, i.e. from one of our offices in Germany 1‑2 days per week, depending on team agreements, and the rest of the time you can work from home. We also have regular on‑site team events and you can work at any of our sites in Germany, depending on your location.

Structured Onboarding

You receive an individual onboarding plan, have multiple onboarding days in the beginning, and a wealth of e‑learning, training, and documentation besides your team at your disposal.

Set‑up

Notebook, headset and mouse will be provided, other equipment upon request / need.

Vacation & Work‑Life Balance

Vacation: 30 days a year.

Flexible working hours: you decide where and when you work.

Culture

Kununu Top Company since 2022: we’re proud to state that our score currently sits at 4.2 / 5 score with an 87%+ recommendation rate.

We value ownership, cooperation, entrepreneurial thinking & self‑reflection to communicate effectively as ONE team.

Team culture is Key! We have fun at work and beyond: There is always something to celebrate and regular team events.

Come as you are – do you prefer T‑shirts over a shirt? Great.

Your contribution matters: shape our value‑driven culture and agile transformation together with your colleagues – we’re curious, want to go one step further, build further trust together, and join forces to tackle our challenges as a team.

• Please note that TecAlliance can only consider candidates for employment who are legally authorized to work in a country listed in the job posting, where we have an established legal entity and payroll system. We cannot hire candidates who require relocation, visa support, or are located outside that country. You may apply if you hold a work permit and are willing or already located in the country.
• It is not possible to work outside of the country you are applying for. If you apply e.g. for Germany, you must work from within Germany. It is not possible to work from abroad. You can work at any location within the borders of the listed country, unless the job posting specifies a certain city.