Service Manager Infrastructure

Summary

Join Zoi, a company building the digital evolution of enterprise customers, and become part of our expanding European teams in various locations. You will define and develop managed cloud services, deliver and control service operations, implement ITIL best practices, and coordinate teams. This role requires strong understanding of ITIL, experience with hyperscalers, and excellent communication skills. Zoi offers various bonus models, flexible working hours, remote work options, training and development opportunities, and financial support for childcare.

Requirements

• Strong Understanding of ITIL and Service Management: Demonstrated knowledge of ITIL principles and experience implementing ITIL processes in a cloud services environment
• Experience with Hyperscalers and Cloud Services: Hands-on experience with major cloud platforms (AWS, Azure) and Google Workspace, including a deep understanding of cloud architecture, services, and best practices
• Knowledge of SLA and SLO Management: Ability to define, track, and report on service level agreements (SLAs) and service level objectives (SLOs) to ensure service performance meets or exceeds customer expectations
• Team Coordination Skills: Proven ability to coordinate cross-functional teams, delegate tasks, and motivate team members to achieve common goals
• Excellent Communication and Interpersonal Skills: Ability to communicate effectively with technical and non-technical stakeholders, build strong relationships with clients, and manage customer expectations
• Problem-Solving and Analytical Skills: Ability to identify and resolve complex technical and operational issues, analyze service performance data, and implement solutions to improve service quality

Responsibilities

• 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

Preferred Qualifications

• Relevant Certifications: ITIL certifications, cloud certifications (e.g., AWS, Azure), and project management certifications are a plus
• Experience in a Customer-Facing Role: Experience in a customer-facing role, such as service delivery manager or account manager, is highly desirable

Benefits

• Various bonus models
• 20 % of your working time is available for experimenting and education
• Constant training and development
• Absolutely flexible working hours and work remotely from any of our locations
• Individual certification and training plan
• Financial support for childcare
• Regular free Friday lunch