Manager Service Management & Project Management; w​/m​/d

As Manager Service Management & Project Management, you lead two key delivery functions:
Service Management and Project Management. You ensure that both disciplines operate in a coordinated, standardized, and high-quality manner across all customer engagements. You act as delivery governance owner, service quality leader, and execution orchestrator, ensuring that services are delivered reliably and projects are executed successfully, while maintaining strong alignment across teams and stakeholders.

• Consistent service quality and SLA adherence across all accounts
• High maturity and standardization of Service Management and Project Management practices
• Successful and predictable project delivery
• Strong coordination between operational service and project-based delivery
• Increased efficiency, scalability, and transparency in delivery

• Leadership of Service Management & Project Management
• Lead and develop Service Managers and Project Managers (disciplinary leadership)
• Define clear roles, responsibilities, and governance across both functions
• Ensure alignment and collaboration between service and project teams
• Establish a high-performance, accountable, and customer-oriented organization

• Define and enforce service management standards (SLA, escalation, service reviews)
• Ensure consistent delivery of services across customers and contracts
• Oversee service performance, risk management, and escalations
• Guide Service Managers in managing complex customer situations

• Define and enforce project management methodologies and standards
• Ensure projects are delivered on time, within scope, and budget
• Oversee project portfolio, risks, and dependencies
• Support Project Managers in critical or escalated situations

• Ensure seamless integration between project delivery and ongoing services
• Define and govern handover processes (project operations)
• Align delivery activities with customer contracts and expectations
• Ensure a consistent customer experience across the full delivery lifecycle

• Own overall service quality and customer satisfaction (CSAT)
• Ensure structured service reviews and customer communication
• Monitor and improve customer feedback and performance indicators
• Act as escalation instance for critical customer situations

• Define and track KPIs across both functions:
• SLA adherence
• Service performance
• Project delivery success
• Customer satisfaction
• Provide transparency to leadership through structured reporting
• Drive continuous improvement based on performance insights

• Establish scalable frameworks for service and project delivery
• Standardize processes across customers and delivery units
• Ensure alignment with ITIL, project management best practices, or hybrid models
• Drive efficiency, quality, and consistency

• Act as central interface between Sales, Delivery, and Operations
• Collaborate with portfolio leads and technical units
• Align delivery capabilities with business and customer requirements
• Communicate effectively with leadership and key stakeholders

• Drive maturity of Service Management and Project Management capabilities
• Identify optimization potential across delivery structures and processes
• Introduce best practices, tools, and automation where applicable
• Contribute to the evolution towards standardized and managed services

• Proven leadership experience in Service Management and/or Project Management
• Strong understanding of IT service delivery, SLA-based services, and governance models
• Experience with project management methodologies (e.g., PRINCE2, PMP, HERMES, Agile)
• Experience managing senior roles (e.g., Service Managers, Project Managers)
• Strong KPI and performance management capabilities

• Strong leadership and organizational skills
• High level of accountability and decision-making capability
• Excellent stakeholder and escalation management skills
• Structured, strategic, and execution-oriented mindset
• Ability to manage complexity and ensure alignment across functions

• Communication: communicates clearly, credibly, and target-group oriented
• Initiative: proactively drives topics and improvements
• Openness: embraces change and new ways of working
• Community spirit: acts in the interest of the overall organization
• Reliability:…