Service Manager Infrastructure (m/f/d)

at  Zoi

YOUR BRILLIANT FUTURE IN TECH IS NOW

Welcome to the world of Zoi. We are those who build the digital evolution of our enterprise customers, closing the gap between enterprise IT and new technologies. Zoi strives to bring the cloud to the Retail and Manufacturing industries with innovative solutions that deliver real value.
We are expanding our European teams in Stuttgart, Berlin, Cologne, Lisbon, Barcelona, Figueres, Sevilla and Las Palmas. Just choose your favorite Zoi city! Travel between our locations is possible.

• Define and Develop Managed Cloud Services: Design and implement comprehensive managed service offerings for hyperscalers (AWS, Azure) and Google Workspace, aligning with client needs and industry best practices.
• Deliver and Control Service Operations: Oversee the day-to-day delivery of managed cloud services, ensuring adherence to SLAs and SLOs, and maintaining high levels of service availability and performance.
• Implement ITIL Best Practices: Drive the adoption and implementation of ITIL (Information Technology Infrastructure Library) processes, including incident, problem, change, and service level management.
• Coordinate Teams and Manage Tickets: Coordinate cross-functional teams (e.g., engineering, operations, support) to ensure seamless service delivery and efficient resolution of customer issues. Manage ticket routing and escalation procedures to ensure timely and effective response to customer requests.
• Track and Report on Service Performance: Monitor and track service performance metrics, generate regular reports, and identify areas for improvement to enhance service quality and customer satisfaction.
• Build and Maintain Customer Relationships: Establish strong relationships with clients, acting as a trusted advisor and point of contact for service-related matters.