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Senior Service Manager

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OpenText

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Location:
Germany , Grasbrunn

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Senior Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You'll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.

Job Responsibility:

  • Full accountability for service delivery, SLA performance, and customer satisfaction
  • Leadership of strategic service improvement initiatives, including optimisation, automation, and tooling enhancements
  • Executive-level engagement through QBRs, governance, and trusted advisory relationships
  • Coordination of global cross-functional delivery teams and oversight of major incidents
  • Opportunity to standardise and enhance service management frameworks and best practices
  • Coaching and development of Service Managers and delivery leaders

Requirements:

  • Bachelor's degree in IT, Business, or related field
  • 10-15+ years' experience in IT Service Management with enterprise customers
  • Proven track record managing large, complex managed services environments
  • Strong expertise in ITIL-based service governance (ITIL certification preferred)
  • Ability to lead global teams and influence senior stakeholders
  • Excellent communication, analytical, and problem-solving skills

Nice to have:

Additional certifications such as PMP, Lean, or Six Sigma are an advantage

Additional Information:

Job Posted:
May 06, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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