Managed Services Operations Lead

Managed Services Operations Lead - DACH

Job Summary:

• Provide elite service experience for customers by leading a team of PaaS-specialists as a Managed Services Operations Lead.
• Work with the Managed Services team in Germany and Switzerland to continuously improve processes and unleash personal potential and talent.
• Responsible for driving operational excellence and managing contractual commitments.

Responsibilities:

• Understand customer business needs and translate them into a roadmap and enhancement projects.
• Manage a team of ServiceNow specialists to design, prototype, and implement web applications on the ServiceNow platform, track speed of service, and prioritize work.
• Continuously improve the team's way of working.

Requirements:

• Bachelor's or Master's degree in Computer Engineering, IT and/or Business.
• Fluency in English and German. French is a plus.
• Demonstrable experience leading a team of at least 5 members.
• Hands-on experience with configuring and customizing functions.
• Experience with testing to ensure solutions meet customer requirements.
• Demonstrable ServiceNow knowledge.
• Strong verbal and written communication skills for driving customer and internal communications.
• ServiceNow Administrator Certification is preferred, CIS certification is a plus.
• Passion for first-in-class service and friendliness.
• Creative and analytical in a problem-solving environment, with an eye for details.