Location: Norderstedt, hybrid
Contract: Permanent, full-time
Language: English and German (professional level)
Serrala is the global leader in finance process automation. For over 40 years, we have been advancing the office of the CFO with our award-winning suite of finance automation applications.
Our solutions streamline all working capital-related processes, including Order to Cash, Procure to Pay, Cash Flow Management, and Treasury, across both cloud and SAP environments.
Our 10+ hubs across Europe, North America, and India support over 2,800 clients worldwide, reflecting the trust we've built with a diverse global community.
Join us as we lead the future of finance automation!
About the role:
Our Assist Service is the future of how Serrala delivers consulting and support to our global customer base. It’s a strategic offering that combines dedicated consulting expertise, rapid issue resolution, and proactive support—designed to maximize customer success across our entire software portfolio.
We are seeking a performance-driven leader to accelerate the next phase of growth and operational excellence for this service. This is a rare opportunity to leave a legacy by shaping the operational strategy of a key product that touches every aspect of our business.
As a Service Manager, you will own the delivery performance, customer experience, and continuous improvement of Assist, ensuring it becomes a benchmark for service innovation in the industry.
Your Day to Day:
* Lead the Future of Service Delivery: Drive the operational strategy and execution for Assist, ensuring scalability, efficiency, and customer value.
* Customer Experience Ownership: Act as the primary owner of the customer experience for Assist, ensuring high satisfaction and measurable outcomes.
* Operational Excellence: Monitor and optimize day-to-day operations, ensuring process adherence, proactive issue resolution, and SLA compliance.
* Performance Management: Define and track KPIs, SLAs, and success metrics to ensure consistent, high-quality delivery.
* Transparency & Reporting: Provide structured insights to internal stakeholders and deliver professional reports to customers.
* Continuous Improvement: Identify and implement opportunities for innovation, automation, and service enhancement.
What makes you excel in this position:
* Previous experience: 3-5 years of experience in service delivery, customer success, support, or consulting - ideally in a B2B software or SaaS environment.
* Strong understanding of service processes and customer lifecycle.
* Proven experience with cross-functional collaboration and process ownership.
* Excellent organizational, analytical, and communication skills.
* Hands-on experience with reporting tools and dashboards; familiarity with tools like Jira, Freshdesk, or Salesforce is a plus.
* A proactive, customer-focused mindset with a drive to improve.
* Fluency in both English and German at a professional level.
Why you’ll love it here
Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fueled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too.
At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.
EEO Statement
We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.
To all recruitment agencies
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