​Your tasks and responsibilities You are responsible for providing the contractually agreed SLA to our service customers You ensure monthly internal and external reporting and controlling You coordinate customer activities with his service managers and account management You ensure that human resources are used economically You ensure the flow of information within the team You ensure up-to-date management and documentation of customer situations You constantly develop the service processes and ensure their implementation and compliance You will periodically take on the role of “Manager on Duty” (MoD) Your specialist skills Leadership experience in an IT environment Experience in service management according to ITIL Basic project management experience Profound experience in the IT infrastructure environment Entrepreneurial actions and thinking Very good knowledge of Microsoft Office applications Fluent German and very good English skills negotiation skills Business IT specialist HF / FH / University / Federal specialist certificate or equivalent training