Senior Service Manager (w/m/d)

About This Opportunity

We are representing a confidential IT services organization seeking a Senior Service Manager (w/m/d) based in Köln. This role offers the opportunity to take full responsibility for delivering managed services in Identity & Access Management (IAM) solutions while serving as the central point of contact for enterprise clients. You will plan, coordinate, and oversee service delivery, ensure adherence to service level agreements, and drive continuous improvement of service management processes. This position can be performed predominantly remotely throughout the DACH region.

Responsibilities

• Ensure fulfillment of service contracts and SLAs while driving the development of a comprehensive IAM managed service portfolio for mid-market and enterprise clients
• Coordinate required resources with operations leadership, support prioritization efforts, manage escalations, and ensure efficient handling of incidents, problems, and changes
• Plan and facilitate regular service meetings, prepare meaningful reports on operations and change status, and advise clients on service evolution
• Manage your area of responsibility through effort tracking, creation of SLA, incident, and commercial reports, and initial roadmap development with clients
• Maintain trusted customer relationships, identify additional client needs, and support development of new service and operating models

What We're Looking For

• Successfully completed degree in Computer Science, Business Informatics, or comparable field, or IT apprenticeship with several years of professional experience
• Several years of experience in IT service management or operating complex IT services, ideally in the IAM environment
• Strong knowledge of common IT service management processes (such as Incident, Problem, Change, and Service Level Management) and experience with ITIL
• Experience managing customer relationships, moderating service meetings, and handling escalation and stakeholder management
• Strong analytical capabilities and a structured, independent, service-oriented working style
• Excellent communication and organizational skills with enthusiasm for collaborating with customers and interdisciplinary teams
• Very good German and good English language skills

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and match you with the right opportunity. Once we determine you're a strong fit, we will submit your profile to our client for consideration. Please do not contact the client directly, as all communication is managed through our talent team to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices. We evaluate all candidates based on qualifications and merit.