German Speaking IT Service Manager (Hybrid)

Salary: €50,000 – €56,000 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 €50,000 to €56,000 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.