Service Manager Job Description
We are looking for a seasoned professional to oversee a team of 15 employees in technical and disciplinary capacities. As a key member of our organization, you will be responsible for ensuring service quality, developing managed services and network operation processes, and driving employee performance.
Your Responsibilities:
* Employee Management: Lead a team of 15 employees, providing guidance on technical and administrative matters.
* Service Delivery: Ensure IT service management, project coordination, and monitoring, while guaranteeing service quality and customer satisfaction.
* Network Development: Develop and optimize our network services and infrastructure, leveraging your expertise in Cisco Systems and Nokia Networks solutions.
* Performance Metrics: Monitor and develop service KPIs, ensuring alignment with business objectives.
* Escalation Management: Handle internal and external escalations effectively, communicating with customers and suppliers as needed.
* Process Improvement: Optimize our ITIL-based service processes, enhancing managed services and network operation processes.
* Presales Support: Collaborate with the presales team on offer calculations and tenders.
Required Skills and Qualifications:
* Qualification: A degree or training in a commercial or technical field.
* Leadership Experience: Proven experience leading larger teams, with a high degree of entrepreneurial thinking and action.
* Technical Expertise: Familiarity with enterprise and carrier networks, network operations, and managed services.
* IT Service Management: Extensive experience in IT service management and ITIL certification.
* Project Management: Confident use of classic methods (e.g., Prince2) and agile approaches (e.g., SCRUM).
* Customer Focus: Strong communication skills, with experience dealing with customers and tenders.
Our Offer:
* Work-Life Balance: Up to 33 vacation days and hybrid working arrangements.
* Development Opportunities: In-house academy for personal development and growth.
* Competitive Package: Company car with fuel card and private use.
* Attractive Workplace: Modern office campus with ideal transport links and free employee parking.
* Security and Prospects: Permanent job in a successful, owner-managed company.
* Team Culture: Flat hierarchies, informal culture, short communication channels, and regular employee events.
* Additional Benefits: Job bike, company pension scheme, accident insurance, corporate benefits, anniversary payments, and attractive employee recruitment program.
* Sustainability: Ecologically certified by Ecovadis.