- Take end-to-end responsibility for Service Management in e-commerce operations.
- Ensure smooth operation - including monitoring, incident and problem management in a 24/7 environment.
- Regular analysis and optimization of service processes to ensure high customer satisfaction and operational efficiency. In your role you ensure close exchange with the customer and internal teams to continuously monitor and fulfill requirements, SLAs and KPIs.
- Creation of detailed service reports and dashboards to monitor service quality and compliance with KPIs in ServiceNow.
- Use of the ITSM tool ServiceNow for process control.
- Responsibility for communication and escalation of critical incidents as well as regular stakeholder management, reporting and presentations at management level.
Senior Service Manager (m/f/d)
diva-e • Berlin, Frankfurt am Main, Hamburg, Jena, Leipzig, Munich, Stuttgart
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Full-time
München, Stuttgart, Leipzig, Berlin, Frankfurt am Main, Jena, Hamburg
from today
Do you have an operations mindset and feel comfortable working with both customers and technology? Are customer interactions and operational processes your driving force? Is a supportive company culture and strong team spirit important to you? Welcome to diva-e!
For an exciting long-term project with an international retail company, we are looking for a dedicated Senior Service Manager (m/f/d) with strong communication skills to take responsibility for service management in the area of application operations.
Your preferred location isn't listed?
No matter if you live in the countryside or in another city – we'll find a solution. With us, you have the option to work remotely from anywhere in Germany.
For an exciting long-term project with an international retail company, we are looking for a dedicated Senior Service Manager (m/f/d) with strong communication skills to take responsibility for service management in the area of application operations.
Your preferred location isn't listed?
No matter if you live in the countryside or in another city – we'll find a solution. With us, you have the option to work remotely from anywhere in Germany.
About the job
Requirements
- You bring years of experience as a Service Manager in application management or IT operations, ideally with a background in e-commerce platforms or large environments.
- Your skillset includes in-depth experience with ServiceNow, especially in incident and problem management, along with reporting and control functions.
- You’re an analytical thinker who knows how to optimize operational processes to drive efficiency. Stakeholder management, communication, and problem-solving? You’re top-notch in all three.
- You work strategically and operationally, always keeping a high level of customer focus.
- Your English skills are outstanding; knowledge of German is an advantage.
About us
diva-e is Germany’s leading Transactional Experience Partner (TXP) who is on the mission to create digital experiences that will encourage customers to drive forward the digital transformation. With the concentrated experience of over 20 years, we realise e-business solutions for customers such as FC Bayern München, Carl Zeiss, EDEKA, E.ON, Lieferando and Ravensburger. At our offices in Germany, Bulgaria and the US around 800 employees are shaping the future of the digital business either in-house, remote or at our customers' sites. We are indeed proud of our corporate culture. Respect, trust, and empowerment are key aspects in our teams, that goes beyond the workplace.
Say hello to...
Your Benefits at diva-e.
Financial & Career Benefits
We've got you covered. Enjoy a range of financial and career benefits with us.
Exclusive Extras:
Take advantage of our Corporate Benefits Platform and unlock a variety of exclusive offers.
Grow with Us:
Refer talented friends and play a key role in making our team even stronger. For every successful referral, you’ll earn a headhunting bonus.
Health & well-being
Your well-being is our priority because a fresh mind and a healthy work-life balance are key. At diva-e, we offer a variety of initiatives to help you feel your best at work.
Relax & Recharge:
Stay active and energized with our WorkLifeApp.
Stay Informed:
Stay in the loop with our health channel and enjoy engaging wellness talks.
Social & flexible working
Prefer working from home but still want to connect with colleagues now and then? Our flexible Working Models help you find the perfect balance.
International Insights*:
After your probation period, you have the possibility to work remotely from abroad under certain conditions.
*This does not apply to all types of employment.
Family First:
Get tips on balancing home office life with childcare, plus flexible working hours tailored to your needs.
Personal Growth*
Advance your career with a personalized model designed just for you, accessible post-probation.
*This does not apply to all types of employment.
Learning Budget:
Invest in your development with our dedicated training budget.
Expand Your Horizons Language Mastery:
Enhance your skills with language courses via GoFluent.
Cross-Cultural Insights:
Broaden your perspective with intercultural trainings.
From application to Onboarding - our Process!
1. Ready to make a move?
Great!
We encourage you to apply and start your journey with us.
2. First Impressions Matter.
Join us for an initial meeting with our recruiting team to get to know each other.
3. Deep Dive Discussion.
In a second interview, we'll discuss the role in detail with the hiring manager and team members.
4. Discover Your Fit.
Explore if we're the right match for you as we get to know each other better.
5. Onboarding & Beyond.
From signing the contract to your first day, our onboarding process includes a comprehensive plan and engaging team events. Stay tuned!
Testimonials
Dominik Graser
Senior SEO Consultant & Team Lead
Working at diva-e means a great deal of flexibility, a high degree of personal responsibility as well as close contact with clients.
Eric Schmitt
Expert Backend Developer
Interesting clients, exciting projects and family-friendliness are not just empty words at diva-e.
Sabine Richter
Senior Service Manager Operations & Team Lead
We have a very open and flexible culture. Assignments are varied and you work together across several locations with key clients. What's more, you can experience many different things if you're interested.
Philipp Bender
Expert Software Developer & Team Lead
At diva-e I have a great work-life balance and, as well as project work, I can also concentrate on life events such as building a house and planning a family.
Markus Pallasch
Senior Technical QA Manager
Das Schöne bei diva-e ist der menschliche Umgang miteinander und die Möglichkeit einer flexiblen Gestaltung der Arbeitszeit.
Heike Höfer
Executive Assistant
Bei diva-e werde ich als Mensch geschätzt. Ich finde es großartig, dass neben der Projektarbeit auch Werte und Nachhaltigkeit eine Rolle spielen und gelebt werden.
Mario Mokros
Expert Software Developer & Team Lead
Die Freiheit Entscheidungen zu treffen und den Entwicklungsprozess dabei zu optimieren gefällt mir am besten an meinem Job. Allgemein kann man sich überall einbringen und arbeitet mit spannenden Kunden in interessanten Projekten mit.
Bewertungen, kununu
„Selten so eine offene und transparente Kommunikation erlebt.“ - „Sehr kollegiales Umfeld, keine Ellenbogen-Mentalität, offene Gesprächskultur auch bei der Geschäftsführung.“ - „Jeder hilft jedem gerne. Noch nie zuvor sowas gesehen.“
