Position Summary:
The Service Manager is responsible for the end-to-end management of application services with a strong focus on SAP environments. This role ensures high-quality service delivery, continuous improvement of IT service management processes, and strong stakeholder satisfaction. The position combines operational excellence with strategic oversight and team leadership.

Key Responsibilities

• Lead and manage SAP-focused application management services
• Ensure effective operation and continuous improvement of IT Service Management (ITSM) processes (incident, problem, change, release management, etc.)
• Monitor and manage service levels (SLAs), including performance tracking and reporting
• Drive service quality, efficiency, and customer satisfaction
• Lead, develop, and motivate the service delivery team
• Plan and manage resource allocation and capacity
• Act as the primary point of contact for key stakeholders, ensuring transparent communication
• Proactively identify risks and implement solution-oriented improvements
• Promote innovation and continuous service enhancement initiatives

• Minimum 10 years of experience in Service Management or a combination of relevant Service Management or Project Management roles
• Strong practical and theoretical knowledge
• Proven experience (minimum 5 years) in people management and team leadership
• Strong understanding of IT service management principles, preferably ITIL based
• Innovative mindset with a proactive, solution-oriented personality
• Strong communication and stakeholder management skills
• Fluent English, in addition German language is preferred