Employer
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.
About the job
- 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.
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.
Your contact person
Stephanie Paulick
Information 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.
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About us
As Germany's leading Transactional Experience Partner (TXP), diva-e creates digital experiences that inspire customers and drive business forward. With more than 20 years of experience in digital business, numerous top companies and love brands trust diva-e - including Carl Zeiss, EDEKA, E.ON, FC Bayern Munich, Lieferando und Ravensburger. diva-e employs around 900 people at a total of ten locations in Germany, Bulgaria (Sofia) and the USA (Cincinnati).
