Service Manager (m/w/d)

Job Summary

EWERK, a specialist in the KRITIS sector, seeks an experienced Service Manager to serve as the central point of contact for customer inquiries, requirements, and improvement proposals. The role involves representing the client within the internal organization, ensuring adherence to service level agreements, and coordinating regular customer meetings and documentation. Key responsibilities include setting and monitoring quality standards, creating monthly reports and KPI analyses for managed accounts, and overseeing service level management, availability management, and ITIL processes. The position requires strong organizational skills, a customer‑centric mindset, and a thorough understanding of ITSM tools and the Atlassian Suite. Candidates should hold a degree or completed training in IT, business administration, or a related field, and have prior experience as a Service Manager, Project Manager, or Account Manager in mid‑market or large‑client environments, ideally within regulated markets. Proficiency in German, excellent communication skills, and a solid grasp of Microsoft Office are essential.

Key Responsibilities

• EWERK, a specialist in the KRITIS sector, seeks an experienced Service Manager to serve as the central point of contact for customer inquiries, requirements, and improvement proposals. The role involves representing the client within the internal organization, ensuring adherence to service level agreements, and coordinating regular customer meetings and documentation. Key responsibilities include setting and monitoring quality standards, creating monthly reports and KPI analyses for managed accounts, and overseeing service level management, availability management, and ITIL processes. The position requires strong organizational skills, a customer‑centric mindset, and a thorough understanding of ITSM tools and the Atlassian Suite. Candidates should hold a degree or completed training in IT, business administration, or a related field, and have prior experience as a Service Manager, Project Manager, or Account Manager in mid‑market or large‑client environments, ideally within regulated markets. Proficiency in German, excellent communication skills, and a solid grasp of Microsoft Office are essential.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• ITIL
• Project Management
• ITSM tools
• Atlassian Suite
• Microsoft Office
• Communication

Required Skills