Senior Service Manager – Service Desk Services

🕒 March 2

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DATAGROUP

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1983

🤝 B2B

☁️ SaaS

🔒 Cybersecurity

B2B • SaaS • Cybersecurity

DATAGROUP is a leading provider of IT outsourcing and consulting services, offering a comprehensive range of solutions including cloud services, application management, and IT security. With a strong focus on customer satisfaction and standardized services, DATAGROUP ensures a seamless IT operation for companies by providing modular and customizable solutions such as the CORBOX. Based in Germany, the company's operations are certified for security and quality, making it a reliable partner for diverse industries, including finance and public sector.

📋 Description

• You will assume end-to-end service responsibility for the Service Desk services for a demanding, public-sector major client — including governance, KPI/SLA management, continuous service improvement, and stakeholder management at decision-maker level • Single point of accountability for the Service Desk services at the client (senior level) • Coordinate and control service delivery across all DATAGROUP departments (matrix-oriented) • SLA/KPI management: ensure target achievement, establish reporting, analyze trends, and derive/implement measures • Service governance: service reviews, escalation and communications management (including major incidents) • Continual Service Improvement (CSI): continuously improve processes, tooling, quality, efficiency, and customer satisfaction • Commercial & account management: performance evidence, client-side billing, forecasting, and cost/performance controlling • Transition & stabilization: manage onboarding of new/expanded services, service start-up, and hypercare and stabilization phases • Close collaboration with delivery and Service Desk leadership as well as client-side business and IT management • Optional/depending on setup: functional leadership/management of Service Desk–adjacent roles (e.g., team/shift leads, Quality/WFM, reporting)

🎯 Requirements

• Degree (e.g., (business) informatics, computer science, business administration) or comparable qualification with solid practical experience in an ITSM/managed services environment • Several years of experience (typically 3+ years) as a Service Manager / Delivery Manager in Service Desk / workplace-related services • Strong knowledge of IT Service Management according to ITIL (Incident/Request, Problem, Change, Knowledge, SLAs, CSI, Major Incident) • Proven experience managing complex client/supplier organizations (matrix structures, multiple stakeholders, multiple providers/teams) • Excellent communication and escalation skills at IT decision-maker level (CIO/IT leadership/program management) • Strong analytical skills: KPI systems, reporting, service performance, action management, accountability for results • High reliability, structured working style, and assertiveness — without “vendor arrogance”, with genuine customer orientation • Very good German skills (C1/C2) and good English skills • Advantageous: experience in the public sector (e.g., compliance/regulatory requirements, auditability, EVB‑IT, ISO 20000, BSI-related requirements) • Willingness to travel to a limited extent (e.g., to DATAGROUP locations or client workshops)

🏖️ Benefits

• An open and cooperative corporate culture and a trusting working atmosphere • Strategic key customer in the public sector with high visibility and real opportunity to shape services • Clear focus: Service Desk Services — not a “jack-of-all-trades” role without a focus • A modern company car that you may also use privately • Challenging assignments and customer projects • Professional delivery setup, short decision paths, strong internal specialist departments and development opportunities • Modern working models (hybrid) with workplace in Hamburg and organizational affiliation to DATAGROUP Stuttgart GmbH • Extensive social benefits, company pension plan, JobRad (company bicycle), sports offerings, staff canteen and much more