Service Manager with German

Company Description

Accesa is a leading technology company headquartered in Cluj-Napoca, with offices in Oradea and 20 years of experience in turning business challenges into opportunities and growth.

A value-driven organisation, it has established itself as a partner of choice for major brands in Retail, Manufacturing, Finance, and Banking. It covers the complete digital evolution journey of its customers, from ideation and requirements setup to software development and managed services solutions.

With more than 1,200 IT professionals, Accesa also has a fast-growing footprint, establishing itself as an employer of choice for IT professionals who are passionate about problem-solving through technology. Coming together in strong tech teams with a customer-centric approach, they enable businesses to grow, delivering value for our clients, partners, industry, and community.

About the project

We are working in an ITIL based model in a large range of client industries, providing multiple services across different Business Lines. Through this project you will gain experience in working in a flexible, multi-cultural and agile environment, as well as develop technical and interpersonal skills.

Your team

Our team was founded 5 years ago and is currently consisting of 5 ITIL certified Service Managers, working closely together in supporting our multiple client's long-term mission. We are a flexible, open-minded, friendly, supportive, result driven team, looking forward to sharing our knowledge and experience.

Job Description

We're looking for a Service Manager who can define, improve, communicate and implement service management processes, based on ITIL best practices.
At the moment, our client portfolio requires an English and German speaker, in order to enhance the reliability and value of our current services and processes.
As a Service Manager, you'll have the opportunity to facilitate the alignment of services with the client business processes and requirements, as well as their continual improvement through outreach with stakeholders and customers.

Responsibilities:

• Create and maintain relations with the customers, as well as act as a liaison between teams and customers/stakeholders
• Define Service Level Agreements, RACI, Communication and Escalation Matrix
• Implement, define, communicate and improve Service Management processes (such as: Service Request, Incident, Problem & Change Management), as well as offer support and guidance to our delivery teams and customers/stakeholders.
• Oversee and create monthly reporting activities for different projects/clients, as well as coordinate regular Service Review Meetings
• Act as Transition Manager within different projects, by creating the transition plan, managing transition activities, perform overall governance and oversee the entire transition lifecycle

Qualifications

• Excellent English and German skills, both in writing and speaking
• Basic ITIL awareness and operational knowledge
• Assertive communication skills
• Demonstrated focus on customer service, user experience and delivery of organizational priorities
• Negotiation and time management skills
• Ability to efficiently collaborate with multiple teams and stakeholders
• Outside the box and strategic thinker
• Organized, pressure resilient, open to change

Additional Information

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion.

• Physical: premium medical package for both our colleagues and their children, dental coverage up to a yearly amount, eyeglasses reimbursement every two years, voucher for sport equipment expenses, in-house personal trainer

• Emotional: individual therapy sessions with a certified psychotherapist, webinars on self-development topics

• Social: virtual activities, sports challenges, special occasions get-togethers

• Work-life fusion: yearly increase in days off, flexible working schedule, birthday, holiday and loyalty gifts for major milestone