Service Manager (m/w/d)

Location:** Osnabrück, Germany – Hybrid

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.

* **ITIL certification** is desirable.