Service Manager (m/w/d)

Excelloit; Osnabrück; On-site; EUR 55,000 - 75,000; Full time

Job summary

Excelloit is seeking an experienced Service Manager to oversee IT services in Germany. You will manage SLAs, KPIs, and service quality, coordinate incident/problem/change/release processes, and lead root cause analyses. You will advise customers on cloud operations, oversee onboarding, and ensure clear communication between customers and technical teams.

Willingness to travel to meet customers is required. Minimum 2 years in IT Service Management and strong ITIL/SLA expertise are essential,

Qualifications

• Minimum 2 years in IT Service Management.
• Experience with Incident/Problem/Change/Release Management.
• Strong knowledge of ITIL and SLA Management.
• Experience with Cloud technologies and DevOps processes.
• Strong customer service and consulting skills.
• Willingness to travel for customer meetings.

Responsibilities

• Manage IT services based on SLAs, service KPIs, quality, availability, and performance.
• Prepare and manage Service-Level Reports and conduct regular service reviews.
• Coordinate Incident, Problem, Change, and Release Management.
• Coordinate Root Cause Analysis and drive continuous service improvements.
• Advise customers on Cloud and IT operations and identify improvement opportunities.
• Coordinate customer onboarding and transition of new services into operations.
• Ensure effective communication between customers and technical teams.
• Manage service-related escalations and ensure timely resolution.

Skills

ITSM experience

Incident/Problem/Change/Release

ITIL & SLA Management

Cloud & DevOps

Customer service

Travel willingness

German C1

Job description

We are looking for an experienced **Service Manager** to manage and continuously improve IT services and ensure high service quality for customers.

Key Responsibilities

• Manage IT services based on **SLAs, service KPIs, quality, availability, and performance**.
• Prepare and manage **Service-Level Reports** and conduct regular service review meetings.
• Coordinate **Incident, Problem, Change, and Release Management**.
• Coordinate **Root Cause Analysis** and drive continuous service improvements.
• Advise customers on **Cloud and IT operations** and identify improvement opportunities.
• Coordinate customer onboarding and transition of new services into operations.
• Ensure effective communication between customers and technical teams.
• Manage service-related escalations and ensure timely resolution.

Requirements

• Minimum **2 years of experience** in IT Service Management.
• Experience with **Incident, Problem, Change, and Release Management**.
• Strong knowledge of **ITIL and SLA Management**.
• Experience with **Cloud technologies and DevOps processes**.
• Strong customer service and consulting skills.
• Ability to manage multiple tasks in a structured and solution-oriented manner.
• **German language proficiency at C1 level**.
• Willingness to travel for customer meetings.