Service Manager – E2E Mobility / EMM / MAM

Project overview

For a demanding environment in IT Service Management, we are looking for an experienced Service Manager with a focus on Enterprise Mobility Management (EMM), Mobile Application Management (MAM), and mobile services.

In this position, you will accompany and manage services throughout their entire service lifecycle – from definition and introduction through ongoing operation to continuous development. You will coordinate various internal and external stakeholders, ensure the agreed-upon service quality, and act as a central interface between customers, service teams, technical departments, service providers, and manufacturers.

In addition to operational service management, you will take responsibility for the coordination and further development of services, support projects and change requests, and ensure that requirements, service levels, and agreed-upon services are reliably implemented.

Your Activities:

You will accompany the responsible services or sub-services throughout the entire service lifecycle – from definition and creation through commissioning and operation to continuous improvement and, if necessary, decommissioning. You will ensure contractually compliant service provision, the agreed-upon service levels, and customer satisfaction.

Responsibilities

The Profile Sought:

• Coordination of manufacturers, service teams, internal contacts, and other stakeholders along the E2E service chain
• Ensuring contract fulfillment for the responsible services and service functions
• Conflict and escalation management as well as active solution finding together with customers and service-providing units
• Creation and assurance of reporting data and relevant documentation
• Support in creating offers, change requests, and service descriptions
• Planning, management, and tracking of stakeholders, departments, service providers, and manufacturers
• Management of virtual and agile service teams as well as participation in project teams
• Initiation and support of market analyses, tenders, competitive bids, and orders
• Coordination of the technical department, including scheduling, prioritization, and escalation of critical issues
• Communication with manufacturers, e.g., in roadmap meetings as well as for deliveries, orders, invoice management, and quality assurance
• Independent assumption and processing of individual topics
• Completed IT vocational training or a Bachelor's degree in IT; alternatively, at least 6 years of professional experience in the IT environment
• ITIL Foundation certification, at least ITIL V3
• Certified as a Product Owner according to SCRUM
• At least 2 years of experience in ITIL Service Management, ideally in the E2E Mobility environment with EMM, MAM, application development, and SNS
• At least 2 years of experience in Product Owner activities for services or service functions
• At least 2 years of experience in project management and task coordination, including PL or TPL activities
• Sound knowledge of ITIL, project management methodologies, service lifecycle, reporting, service level management, and IT processes
• Knowledge of SAP procurement processes
• Confident use of MS Office, especially Excel, PowerPoint, Outlook, Visio, and Word
• German language skills at C2 level and English language skills at B1 level
• Willingness to travel up to 20%

Project details

• Start: ab sofort
• Duration: 18 Monate
• Remote: hybrid
• Location: Meckenheim, München, Deutschland, DE
• Languages: German