Senior Service Manager – IT Mobility & Service Management

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 – IT Mobility & Service Management

Location: Meckenheim, München (You can choose one of the locations)

Type: Full-time

Job Description

We are looking for an experienced Senior Service Manager to take responsibility for the definition, implementation, operation, and continuous improvement of complex IT mobility services in a large-scale enterprise environment.

The role focuses on Enterprise Mobility Management (EMM), Mobile Application Management (MAM), secure mobile communication, application services, and end-to-end service delivery. The successful candidate will coordinate internal teams, customers, suppliers, and technical service providers to ensure reliable, contract-compliant service delivery and high customer satisfaction. Yapıştırılan metin

Key Responsibilities

• Manage the complete service lifecycle, from requirements definition and service creation through implementation, operation, continuous improvement, and potential retirement.
• Coordinate and manage end-to-end service delivery across multiple technical and organizational stakeholders.
• Ensure compliance with contractual requirements, agreed service levels, quality standards, and customer expectations.
• Coordinate service teams, manufacturers, suppliers, and other stakeholders to resolve operational issues and ensure smooth service delivery.
• Actively manage escalations and conflicts between customers and service providers.
• Prepare and ensure delivery of contractual service reports, documentation, and performance information.
• Support change requests, quotations, service descriptions, and commercial activities.
• Identify service requirements that exceed existing contractual scope and coordinate the appropriate escalation and follow-up.
• Plan, coordinate, and track activities involving technical departments, service providers, suppliers, and project teams.
• Lead and coordinate virtual and agile service teams.
• Support and, where required, coordinate project teams associated with the responsible services.
• Participate in market research, tenders, competitive procurement, and purchasing activities.
• Coordinate technical planning, priorities, schedules, and escalations for critical issues and service disruptions.
• Work directly with customers to identify and implement service improvements.
• Coordinate research, analysis, reporting, evaluations, comparisons, and recommendations related to service delivery.
• Coordinate communication with manufacturers, including roadmap meetings, deliveries, orders, escalations, quality assurance, and invoice/order management.
• Take independent responsibility for assigned service-management topics and ensure their completion. Yapıştırılan metin

Required Qualifications

• Completed vocational training in an IT-related profession, a Bachelor's degree in IT, or equivalent professional experience in an IT environment.
• ITIL Foundation certification, minimum ITIL V3 Foundation or equivalent.
• Experience with IT Service Management and ITIL processes.
• Experience with Agile/Scrum, preferably as a Product Owner.
• Proven experience in project management, project coordination, and stakeholder management.
• Strong understanding of:
• Service lifecycle management
• Service-level management
• IT processes
• Reporting
• SAP purchasing processes
• Project-management methodologies
• Very good knowledge of Microsoft Office, particularly Excel, PowerPoint, Outlook, Visio, and Word. Yapıştırılan metin

Professional Experience

The candidate should demonstrate:

• At least 2 years of experience in ITIL Service Management, preferably in an Enterprise Mobility Management / Mobile Application Management environment.
• Experience covering the complete service lifecycle, from requirements engineering through operational support and continuous improvement.
• At least 2 years of Product Owner experience for services or service functions involving end-to-end coordination.
• At least 2 years of project management, project coordination, or project/team-lead experience.
• Experience coordinating customers, internal technical teams, suppliers, manufacturers, and service providers. Yapıştırılan metin

Technical Environment

Experience with some of the following areas is highly relevant:

• Enterprise Mobility Management (EMM)
• Mobile Application Management (MAM)
• Mobile device management
• Secure mobile communication
• Mobile applications
• Service lifecycle management
• ITIL Service Management
• Agile/Scrum
• Product Ownership
• Service-level management
• Service reporting
• SAP purchasing processes
• Supplier and manufacturer management

Languages

• German: C2
• English: B1

Language proficiency should be demonstrated according to the Common European Framework of Reference for Languages (CEFR). Yapıştırılan metin

Personal Skills

• Strong teamwork and communication skills
• Customer-oriented approach
• Excellent verbal and written communication
• High level of initiative and personal responsibility
• Ability to independently identify and drive topics forward
• Strong organizational and coordination skills
• Ability to manage escalations and complex stakeholder situations
• Structured and persistent approach to completing tasks
• Confident interaction with customers, internal teams, suppliers, and management
• Ability to work effectively in agile and virtual teams. Yapıştırılan metin

Additional Requirements

• Willingness to travel up to 20%.
• Approximately 40% mobile working is expected.
• The position may be subject to security-related eligibility requirements, including nationality and applicable security/restriction regulations.

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.