Service Manager Service Desk/Field Services

Project overview

Good day,

we are looking for a Service Manager (m/f/d) for Service Desk and Field Services.

Goal of the role:

Support in the transition and transformation of Service Desk (SD) and Field Services (FS) to an external service provider, as well as ensuring a stable transition to the future operating mode.

Responsibilities

• Transition Management: Sound experience in the transition of Service Desk and/or Field Services to external IT service providers.
• Service Provider Steering: Active operational steering of the service provider within the SD/FS scope, including tracking deliverables, risks, dependencies, and escalations.
• Transformation & Standardization: Active support and implementation of transformation measures with a focus on standardization, harmonization, and simplification of services and processes.
• Stakeholder Management: Central interface between the service provider and Bilfinger stakeholders from IT and Business.
• Process & Governance Alignment: Ensure that processes, responsibilities, interfaces, and escalation paths between Bilfinger and the service provider are clearly defined and implemented.
• Operational Readiness: Ensure that services, processes, documentation, knowledge transfer, and responsibilities are fully prepared before handover to regular operations.
• Issue & Risk Management: Proactive identification of problems, risks, and handover gaps, as well as consistent tracking until resolution.
• Continuous Improvement: Identification and implementation of optimization measures after the transition, especially regarding service quality, efficiency, and standardization.
• Empowerment: The person needs a clear mandate to drive operational issues independently, bring about decisions within the agreed scope, and initiate necessary escalations. Desired Profile
• Several years of practical experience with IT outsourcing and transition projects
• Very good knowledge of Service Desk and Field Service / End User Services
• Experience in Provider Management / SIAM / IT Service Management
• Experience with Indian Service Providers
• Good ITIL knowledge, especially Incident, Request, Knowledge and Service Level Management
• Experience with ServiceNow is an advantage
• Experience with Global Delivery / Offshore Providers is an advantage
• Strong stakeholder and escalation management
• Hands-on mentality: not just coordinating, but actively driving topics to completion
• Very good communication skills in English, German is an advantage
• Ability to work simultaneously with IT, Business, and external providers at different levels

Requirements

Framework conditions:

Have we sparked your interest?

Then we look forward to receiving your CV in Word format with contact details, fee rate, and availability at: daria.rudzevychATteamative.com

Best regards

Dariia Rudzevych

teamative Germany GmbH

M: Daria.RudzevychATteamative.com

W: http://www.teamative.com

• Several years of practical experience with IT outsourcing and transition projects
• Very good knowledge of Service Desk and Field Service / End User Services
• Experience in Provider Management / SIAM / IT Service Management
• Experience with Indian Service Providers
• Good ITIL knowledge, especially Incident, Request, Knowledge and Service Level Management
• Experience with ServiceNow is an advantage
• Experience with Global Delivery / Offshore Providers is an advantage
• Strong stakeholder and escalation management
• Hands-on mentality: not just coordinating, but actively driving topics to completion
• Ability to work simultaneously with IT, Business, and external providers at different levels
• Start: asap
• Duration: 6 months+
• Utilization: 5 days/week
• Location: Mannheim (3 days/week), remote (2 days/week)
• Language: German and English

Project details

• Start: ab sofort
• Duration: 6 Monate
• Remote: hybrid
• Location: Mannheim, Deutschland, DE
• Languages: German