Service Manager (German Speaking)

Key Responsibilities 

Service Delivery & Operations 

•  Support and progressively own the operational delivery of managed service engagements, ensuring SLA compliance, service stability, and quality. 

•  Act as a point of contact for service incidents, coordinating triage, resolution, and root-cause analysis with precision and follow-through. 

•  Work closely with cross-functional teams (engineering, DevOps, security, cloud) to ensure integrated operational delivery. 

•  Apply and contribute to the continuous enhancement of our ISO 20000-aligned service management processes. 

Client & Stakeholder Management 

•  Manage client relationships proactively, with particular focus on engagements in German-speaking markets. 

•  Communicate operational status, risks, and improvement opportunities in a clear, structured, and timely manner. 

•  Foster trust and alignment across multiple client stakeholders through reliable, responsive, and well-prepared interactions. 

Governance & Reporting 

•  Produce and deliver service performance reports, SLA monitoring, and operational insights with accuracy and consistency. 

•  Ensure documentation accuracy and compliance with service management frameworks and standards. 

•  Support harmonisation and standardisation of operational practices across engagements. 

Continuous Improvement & Knowledge Management 

•  Identify and drive improvements in service delivery processes, operational efficiency, and client experience. 

•  Contribute to building reusable service components, playbooks, and process templates. 

•  Promote knowledge sharing and operational excellence across the Managed Services team. 

Operations Consulting & Pre-Sales (Development Track) 

As part of your growth, you will progressively participate in: 

•  Pre-sales activities, including contributing to service proposals, defining operational models, and estimating service approaches. 

•  Helping clients design operating models, governance structures, and process frameworks aligned with managed services best practices. 

•  Supporting clients in maturing their incident, problem, and operational processes. 

•  Contributing to transition readiness and operational onboarding for new managed service engagements. 

Required Qualifications 

•  1-4 years of experience in service management, IT operations, project management, or a related operational role. 

•  German language skills at C1 level or above (mandatory) for daily client communication, reporting, and documentation. 

•  Fluent English speaking and writing (mandatory) for internal communication, reporting, and client-facing work. 

•  Strong knowledge of ITIL or demonstrated willingness to acquire it; experience with modern engineering / DevOps environments is an advantage. 

•  Excellent communication skills: ability to convey complex operational information clearly, concisely, and in a structured way, both verbally and in writing. 

•  Structured and disciplined working style: strong time management, ability to prioritise across multiple engagements, and reliable follow-through on commitments. 

•  Proactive mindset: you anticipate issues, flag risks early, and take initiative rather than waiting for instructions. 

•  Strong stakeholder management and relationship-building abilities, including the confidence to manage difficult conversations constructively. 

•  Analytical and problem-solving orientation: you approach incidents and operational challenges methodically, with a focus on root causes rather than symptoms.

•  Ownership mentality: you take responsibility for outcomes, not just tasks, and hold yourself accountable for the quality of your work. 

•  Adaptability and learning orientation: willingness to work across different client contexts, technologies, and team setups, and to continuously develop your skills. 

What We Offer 

•  Certification and education support: we sponsor your ITIL, ISO 20000, and other relevant certifications, including exam fees, training courses, and study time. 

•  Mentoring: you will be paired with an experienced Service Manager who will guide your professional development and career growth. 

Work life blend: we offer a safe and healthy workplace, with flexible working hours and the possibility to work from home. 

Profit share scheme: in addition to your annual salary, you may receive a profit share defined by the company's success in the previous year. 

Global and Diverse Zühlke community: witness how colleagues from all our offices across the globe come together to create a unique, positive and inclusive work culture, learning from one another at annual team camps, and celebrating year-end parties and other local festivities. 

Committed to development: we are committed to the growth of our people and are investing in your development. We are empowering you to build the skills you need to make a positive impact, both personally and for our clients, today and in the future.