Senior Service Manager – Collaboration, Email & Messaging Services EA-1370

NAXCON GmbH, headquartered in Weil am Rhein with additional offices, including Stuttgart, is one of Germany's leading engineering and IT service providers.

Our experts possess extensive expertise in software and hardware development, modern electronics, and cutting-edge technologies such as Artificial Intelligence (AI).

In addition to delivering high-quality engineering solutions for our customers, we are passionate about driving our own innovation projects as well as research and development activities. Renowned companies from a wide range of industries place their trust in our expertise, reflecting the outstanding knowledge, professionalism, and commitment of our engineers.

Position: Senior Service Manager – Collaboration, Email & Messaging Services

Location: Bonn, Frankfurt, Munich 

(You can choose one of these locations to work from)

Field: Defence

Type: Full-time/80% Remote

Project Environment

The role is part of a collaboration-services environment responsible for providing modern groupware, conferencing and telephony solutions that support the digitalisation of business processes and enable users to work together efficiently.

The service portfolio is based on modern enterprise technologies, including cloud-based collaboration and messaging platforms. The Senior Service Manager is responsible for the end-to-end management and continuous development of an email-frontend service, with a particular focus on email access from highly mobile end devices.

The position combines service lifecycle management, stakeholder coordination, technical understanding of messaging platforms, escalation management, commercial reporting and continuous service improvement.

Responsibilities

• Independently manage and further develop the assigned email and messaging service throughout its complete lifecycle.
• Take ownership of service management for email access on mobile and highly mobile end devices.
• Design, maintain and optimise service-management processes.
• Create, maintain and improve process documentation.
• Build and maintain knowledge bases and operational service documentation.
• Coordinate and provide functional leadership to a virtual, interdisciplinary service team.
• Manage collaboration between internal teams, external service providers and technical specialists.
• Create, maintain and further develop operational, commercial and management reports.
• Prepare service-performance reports, licence reports, cost reports and management summaries.
• Conduct service-related communication with internal and external stakeholders.
• Represent the service in projects, working groups and coordination meetings.
• Evaluate customer requirements and translate them into service-related solution approaches.
• Coordinate the technical and organisational assessment of proposed service changes.
• Support the continuous development of the service based on customer requirements.
• Initiate and coordinate continual service-improvement measures.
• Support the preparation of service offers, calculations and commercial proposals.
• Contribute to licence management, cost controlling and service-related financial planning.
• Independently coordinate and manage escalations across multiple teams and specialist departments.
• Ensure that incidents and service problems are resolved transparently and sustainably.
• Track escalation actions, dependencies, decisions and corrective measures through to closure.
• Coordinate with customers, technical teams and service providers to identify viable solutions.
• Support the implementation of agile working methods within the service environment.
• Maintain and manage Jira Kanban boards and service dashboards.
• Ensure that service decisions, processes and improvement measures are properly documented.
• Promote a customer-focused, accountable and continuously improving service culture.

Required Qualifications

• Completed degree or comparable vocational qualification in one of the following areas:
• Information Technology
• Computer Science
• Business Informatics
• Business Administration with an IT focus
• A comparable discipline
• German language skills at CEFR C1 level.
• English language skills at CEFR B1 level or higher.
• Very strong technical knowledge of Microsoft Outlook.
• Advanced knowledge of Microsoft Exchange.
• Good knowledge of Jira.
• Valid ITIL certification.

Required Professional Experience

The candidate should have:

• At least five years of professional experience in IT service management.
• Demonstrable experience in the functional leadership of virtual or interdisciplinary teams.
• Experience managing and coordinating external service providers.
• At least two years of experience with agile working methods in an IT environment.
• Experience as a Scrum Product Owner, Scrum Master, agile service owner or in a comparable agile role.
• Strong commercial understanding.
• Experience creating and analysing commercial reports.
• Experience in licence management.
• Experience in cost controlling.
• Experience preparing service offers and commercial calculations.
• Experience managing Jira Kanban boards and creating dashboards.
• Practical knowledge of ITIL-based service processes.
• Experience in customer-facing service communication.
• Experience coordinating escalations across multiple teams and functional areas.
• Experience evaluating customer requirements and coordinating possible solution approaches.

Technical Knowledge

The candidate should have strong knowledge in the following areas:

• Microsoft Outlook
• Microsoft Exchange
• Email frontend services
• Mobile email access
• Enterprise messaging services
• Groupware
• Cloud-based collaboration services
• Service lifecycle management
• Incident management
• Problem management
• Escalation management
• Change coordination
• Continual service improvement
• Service reporting
• Knowledge management
• Process documentation
• Jira Kanban boards
• Jira dashboards
• Licence reporting
• Cost reporting
• Service offer preparation
• Commercial calculation

Service-Management Responsibilities

The candidate should be able to demonstrate practical experience in:

• End-to-end service ownership
• Service lifecycle planning
• Service-process optimisation
• Service-quality monitoring
• Customer-requirement assessment
• Supplier and provider coordination
• Escalation control
• Operational reporting
• Commercial reporting
• Licence and cost management
• Continual service improvement
• Stakeholder communication
• Knowledge-base maintenance
• Process documentation
• Service transition and service enhancement activities

Commercial Responsibilities

The role requires strong commercial awareness and practical experience with:

• Preparing and analysing commercial service reports
• Licence usage and licence-cost reporting
• Cost controlling
• Service budgeting
• Offer preparation
• Price and effort calculations
• Assessment of service-related costs
• Support of commercial decision-making
• Coordination with finance, procurement and service stakeholders

Personal Competencies

• Strong teamwork and collaboration skills.
• Professional conduct and confident communication.
• High level of personal responsibility and accountability.
• Strong customer orientation.
• Ability to understand complex relationships and transfer insights between technical, commercial and organisational topics.
• Willingness to adapt to changing requirements and service environments.
• Strong service mindset.
• Independent and structured working style.
• Strong coordination and facilitation skills.
• Ability to lead virtual teams without direct disciplinary authority.
• Confidence in handling incidents and escalations.
• Ability to communicate complex topics clearly and appropriately.
• High level of reliability and attention to detail.

Working Conditions

• Approximately 80% of the work may be performed remotely.
• On-site presence is required one to two days per week on predefined working days.
• Business travel may be required depending on service and project needs.
• Candidate profiles must include nationality information.
• Applicable security-related nationality and country restrictions must be observed.
• Eligibility for deployment in a security-sensitive environment must be confirmed before assignment.

Application and Evidence Requirements

Applications should include a detailed CV and relevant project references.

Each project reference should include:

• Industry
• Project title
• Brief project description
• Duration of the candidate's assignment
• Detailed description of the candidate's responsibilities
• Service-management tasks performed
• Microsoft Outlook and Exchange responsibilities
• Team and provider coordination activities
• Escalation-management responsibilities
• Jira and ITIL usage
• Commercial reporting and licence-management activities
• Customer and stakeholder interfaces
• Continual service-improvement measures delivered

Where certificates are used as evidence, they must remain valid at the time of application. Equivalent evidence may be accepted where comparability to the required qualification can be demonstrated.

What we offer:

• International Working Environment: Join a diverse and multicultural team where people from different backgrounds and cultures collaborate to achieve outstanding results.
• German Language Development: Whether you are a beginner or an advanced speaker, we provide a supportive environment to help you improve your German language skills.
• Dedicated Point of Contact: You will have a personal contact within the company who will support and guide you throughout your employment.
• Professional Growth: Our engineers have the opportunity to work on exciting projects across different industries, continuously expanding their expertise and developing new skills.
• Regular Team Events: We organize regular company events to strengthen team spirit, encourage collaboration, and create a positive working atmosphere.
• Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance.

Note:

• Travel expenses for on-site interviews are covered by the candidates themselves