Your tasks and responsibilities

Responsibility for the operational management and further development of service delivery and application management services

Central point of contact for customers during ongoing service operations

Ensuring agreed-upon service quality, response times, and service level agreements (SLAs)

Coordination of internal teams from consulting, development, and application management (AMS)

Management and prioritization of tickets, changes, incidents, and service requests

Preparation and execution of regular service review meetings with customers

Creation and analysis of service reports, KPIs, and action plans

Identification of optimization potential in processes, workflows, and customer services

Support in escalating issues and actively managing critical service situations

Participation in the further development of our service processes, standards, and governance structures

Support in expanding long-term customer relationships and identifying additional customer needs

Your profile

Several years of experience in service delivery management, application management, IT service management, or a comparable role

Experience in supporting B2B customers in the IT, SAP, or consulting sector

A good understanding of IT service processes, ticket management, incident, change, and problem management

Ideally, knowledge of SAP and/or OpenText environments or comparable enterprise IT solutions

Experience with service level agreements, KPIs, service reporting, and customer communication

Structured, solution-oriented, and reliable work style

Excellent communication skills and a confident demeanor when dealing with customers, partners, and internal stakeholders

Ability to explain technical and professional topics clearly

Strong organizational skills, the ability to prioritize, and a passion for working in dynamic service situations

Familiarity with MS Office applications and ideally experience with ticketing or ITSM systems

Fluent German and good English skills