About the role

Senior Service Manager responsible for Service Desk Services at DATAGROUP, ensuring service improvement for public sector clients. Collaborate with teams while managing stakeholder relationships effectively.

Responsibilities

You will assume end-to-end service responsibility for the Service Desk services for a demanding, public-sector major client — including governance, KPI/SLA management, continuous service improvement, and stakeholder management at decision-maker level
Single point of accountability for the Service Desk services at the client (senior level)
Coordinate and control service delivery across all DATAGROUP departments (matrix-oriented)
SLA/KPI management: ensure target achievement, establish reporting, analyze trends, and derive/implement measures
Service governance: service reviews, escalation and communications management (including major incidents)
Continual Service Improvement (CSI): continuously improve processes, tooling, quality, efficiency, and customer satisfaction
Commercial & account management: performance evidence, client-side billing, forecasting, and cost/performance controlling
Transition & stabilization: manage onboarding of new/expanded services, service start-up, and hypercare and stabilization phases
Close collaboration with delivery and Service Desk leadership as well as client-side business and IT management
Optional/depending on setup: functional leadership/management of Service Desk–adjacent roles (e.g., team/shift leads, Quality/WFM, reporting)

Degree (e.g., (business) informatics, computer science, business administration) or comparable qualification with solid practical experience in an ITSM/managed services environment
Several years of experience (typically 3+ years) as a Service Manager / Delivery Manager in Service Desk / workplace-related services
Strong knowledge of IT Service Management according to ITIL (Incident/Request, Problem, Change, Knowledge, SLAs, CSI, Major Incident)
Proven experience managing complex client/supplier organizations (matrix structures, multiple stakeholders, multiple providers/teams)
Excellent communication and escalation skills at IT decision-maker level (CIO/IT leadership/program management)
Strong analytical skills: KPI systems, reporting, service performance, action management, accountability for results
High reliability, structured working style, and assertiveness — without “vendor arrogance”, with genuine customer orientation
Very good German skills (C1/C2) and good English skills
Advantageous: experience in the public sector (e.g., compliance/regulatory requirements, auditability, EVB‑IT, ISO 20000, BSI-related requirements)
Willingness to travel to a limited extent (e.g., to DATAGROUP locations or client workshops)

An open and cooperative corporate culture and a trusting working atmosphere
Strategic key customer in the public sector with high visibility and real opportunity to shape services
Clear focus: Service Desk Services — not a “jack-of-all-trades” role without a focus
A modern company car that you may also use privately
Challenging assignments and customer projects
Professional delivery setup, short decision paths, strong internal specialist departments and development opportunities
Modern working models (hybrid) with workplace in Hamburg and organizational affiliation to DATAGROUP Stuttgart GmbH
Extensive social benefits, company pension plan, JobRad (company bicycle), sports offerings, staff canteen and much more