Service Manager

Summary

Join Accesa, a leading technology company, as a Service Manager and contribute to defining, improving, and implementing service management processes based on ITIL best practices. You will build and maintain customer relationships, acting as a liaison between teams and stakeholders. Responsibilities include defining SLAs, implementing service management processes, overseeing monthly reporting, and acting as a Transition Manager for various projects. The ideal candidate possesses excellent English and German skills, basic ITIL knowledge, strong communication and negotiation skills, and a customer-centric approach. This role offers a chance to work in a flexible, multicultural, and agile environment within a supportive team. Accesa provides a holistic benefits program encompassing physical, emotional, social, and work-life fusion aspects.

Requirements

• Excellent English and German skills, both in writing and speaking
• Basic ITIL awareness and operational knowledge
• Assertive communication skills
• Demonstrated focus on customer service, user experience and delivery of organizational priorities
• Negotiation and time management skills
• Ability to efficiently collaborate with multiple teams and stakeholders
• Outside the box and strategic thinker
• Organized, pressure resilient, open to change

Responsibilities

• Create and maintain relations with the customers, as well as act as a liaison between teams and customers/stakeholders
• Define Service Level Agreements, RACI, Communication and Escalation Matrix
• Implement, define, communicate and improve Service Management processes (such as: Service Request, Incident, Problem & Change Management), as well as offer support and guidance to our delivery teams and customers/stakeholders
• Oversee and create monthly reporting activities for different projects/clients, as well as coordinate regular Service Review Meetings
• Act as Transition Manager within different projects, by creating the transition plan, managing transition activities, perform overall governance and oversee the entire transition lifecycle

Benefits

• Premium medical package for both our colleagues and their children
• Dental coverage up to a yearly amount
• Eyeglasses reimbursement every two years
• Voucher for sport equipment expenses
• In-house personal trainer
• Individual therapy sessions with a certified psychotherapist
• Webinars on self-development topics
• Virtual activities
• Sports challenges
• Special occasions get-togethers
• Yearly increase in days off
• Flexible working schedule
• Birthday, holiday and loyalty gifts for major milestone