Senior IT Service Manager (m/w/d)

Job Opportunity At Die Noris Network AG

Die noris network AG offers companies solutions in the areas of IT outsourcing, cloud services, network and security, and datacenter. The technological basis of these services is a powerful IT infrastructure with its own high-performance backbone and several high-security data centers. Since 1993, we have developed into one of the IT specialists with more than 500 employees. All of this would not be possible without a strong team. That's why we value the permanent development and promotion of all employees and are looking for reinforcement at the locations of Nuremberg, Aschheim, Berlin, and remote (within Germany) – through you?

Responsibilities

• Responsibility for the provision of complex IT services within the framework of managed services contracts, especially for strategically significant customer relationships
• Control and development of the service level management including quality control, SLA compliance, and proactive optimization
• Central escalation instance in case of critical disturbances and overall incident and problem management with responsibility for sustainable RCA and measures implementation
• Moderation and independent conduct of service review meetings at management level
• Strategic identification of customer requirements and control of the continuous improvement process over several customers
• Central interface to internal organizational units, customers, and partners – ensuring cross-departmental cooperation
• Coordination with sales and account management on contractual, commercial, and strategic issues
• Responsible accompaniment and coordination of audit actions and customer audits
• Technical guidance and mentoring of junior and professional service managers
• Participation in the development of processes, standards, and best practices in IT service management

Qualification

• Successfully completed studies in business informatics, business administration, or comparable professional training with at least 8 years of professional experience in the management of IT services
• Certification at least at the level of ISO 20000 Service Manager or ITIL Managing Professional/Strategic Leader
• In-depth understanding of IT infrastructures and services (colocation, cloud, managed, and application services) as well as adjacent disciplines (ITSM, information security, contract management)
• Proven experience in managing complex customer relationships and dealing with C-level stakeholders
• High degree of service, quality, and customer orientation coupled with strategic thinking
• Proven organizational talent, self-assured demeanor, assertiveness, and communication skills as well as high commitment
• Fluent German and English language skills in speech and writing

Benefits

• Permanent employment contract and flexible working hours
• Work at various locations possible (e.g., Nuremberg, Aschheim, Berlin) or also 100% remote
• High-quality equipment: laptop and company mobile phone also for private use
• Individual promotion and development through in-house training and external courses
• Childcare cost subsidy (per month/child) and corporate benefits
• Attractive company events (including travel cost coverage), collegial and appreciative working environment as well as you-form culture from the first day
• Health management (e.g., free massage), job bicycle leasing, and attractive contribution to the Germany ticket
• Welcome day, direct contact person (m/f/d) and structured induction phase
• Drinks for free (including soft drinks) and fresh fruit at the locations

We have piqued your interest? Then we look forward to your detailed application with indication of your salary expectations and desired start date on our job portal.

For any questions about us or the position, we are happy to assist you.