Senior IT Service Manager / Service Delivery Manager (m/f/d)

To support our Service Management team, we are looking for a Senior IT Service Manager (all genders) at our Mainz location, starting March 1, 2026.
In this role, you will be responsible for managing our IT services for customers and ensuring that agreed services are delivered reliably, transparently, and in a measurable way. You will work at the interface between customers, technical teams, and internal stakeholders, drive continuous improvements, and strategically develop our services further.

• You monitor service level agreements and key performance indicators, identify deviations at an early stage, and initiate appropriate measures.

• You structure requirements, translate them into actionable work packages, and conduct workshops as part of our service catalog.

• You coordinate implementations, track to-dos and action items, and provide organizational support for service topics and projects.

• You further develop services together with customers, prepare service reviews, and support the planning of roadmaps and optimizations.

• You participate in CAB meetings and support change decisions as well as their proper tracking and follow-up.

• You create reports and analyses and support performance documentation as well as invoicing processes.

• You manage capacities and support workforce planning within your area of responsibility.

• You promote the professional development of employees within the specialist departments and strengthen standards and quality in service delivery.

• You prepare offers in coordination with the specialist departments and actively participate in pre-sales meetings.

• You support tenders and the preparation of references to present our services in a professional manner.

• You have a completed degree in (business) informatics or a vocational qualification in an IT-related field.

• You bring several years of experience in IT service management, ideally complemented by project management experience.

• You are confident in creating technical documentation, reports, and presentations.

• You are experienced in working with ticketing systems and ITSM tools.

• You work analytically, in a structured and independent manner, and maintain a clear overview even when handling multiple topics simultaneously.

• You present yourself professionally and confidently and communicate clearly, including at management and C-level.

• You have a strong service and results orientation, as well as excellent organizational skills and the ability to work well in a team.

• You have very good German skills and good English skills, both written and spoken.