Senior Service Manager - Botines, United States - Sapphire Solutions

Sapphire Solutions

Verified Company

Botines, United States

3 days ago

Posted by:

Savannah Johnson

beBee Recruiter

Your responsibilities:

Taking on operational tasks during the development of complex software systems (service concept, operational concept, transition)
Independently shaping servicerelated agreements in contracts (including service level agreements, performance descriptions)
Independently managing, monitoring, and optimizing ITIL service processes (including incident, service request, change, and problem management) to ensure customer satisfaction
Coordinating and supporting the handling of complex changes, major incidents, and problems, as well as preparing information for management
Identifying trends and utilizing optimization potential in service delivery, and developing solutions for continuous improvement of customer satisfaction
Defining, creating, and regularly presenting key figures and reports to ensure agreed service levels and quality
Contributing to business development within the role (e.g. upselling and crossselling during the operational phase)

Your profile:

Completed university degree in business informatics, computer science, natural sciences, engineering, or a comparable qualification
Several years of professional experience in a similar position with a focus on service management in the IT support environment
Excellent knowledge of common ITIL standards, ideally ITIL expert
Extensive practical experience in process management and optimization, as well as initial experience in project management and/or common software development methods (agile and waterfall)
Excellent expertise in IT infrastructure and other IT services
High social competence, teamwork, initiative, and a strong service mentality and customer orientation are required
Excellent German and English language skills in spoken and written

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