Senior Service Manager EA

NAXCON GmbH, headquartered in Weil am Rhein with additional offices, including Stuttgart, is one of Germany's leading engineering and IT service providers. Our experts possess extensive expertise in software and hardware development, modern electronics, and cutting-edge technologies such as Artificial Intelligence (AI). In addition to delivering high-quality engineering solutions for our customers, we are passionate about driving our own innovation projects as well as research and development activities. Renowned companies from a wide range of industries place their trust in our expertise, reflecting the outstanding knowledge, professionalism, and commitment of our engineers. Position : Senior Service Manager Location : Leipzig, Wilhelmshaven, Munich, or Bonn Field : Defence Type : Full-time Working Model: Hybrid, approximately 40–80% mobile working Travel: Up to 10% Role Overview We are looking for an experienced Senior Service Manager to take end-to-end responsibility for complex IT infrastructure services, with a particular focus on server operations, data center infrastructure, procurement, service lifecycle management, change management, incident handling, and hardware refresh initiatives. The role combines operational service management, infrastructure procurement, project coordination, supplier management, reporting, and service improvement within a large and security-sensitive organizational environment. Responsibilities Manage and coordinate the ordering, implementation, and operation of infrastructure services, particularly server and data center services. Align IT infrastructure requirements with internal projects and business needs. Prepare procurement baskets and support the purchasing process for infrastructure components and services. Plan and coordinate hardware refresh projects through to formal service acceptance. Create, coordinate, and monitor changes throughout the complete change lifecycle. Manage incidents and escalations within the responsible service area. Coordinate special infrastructure configurations with internal customers and stakeholders. Support service automation and other infrastructure improvement initiatives. Ensure contractual service obligations are fulfilled for assigned services or sub-services. Coordinate all internal units and external suppliers involved in the delivery of hardware, software, maintenance, and infrastructure services. Take end-to-end ownership of assigned service areas and initiate corrective actions when service deviations are identified. Support financial planning and budgeting activities. Initiate newly commissioned services and service components. Prepare and consolidate data for contractual customer reporting in coordination with service delivery stakeholders. Analyze internal service reporting data and derive service improvement measures. Manage service providers and suppliers across the infrastructure lifecycle. Support service delivery, operational governance, and continuous improvement activities. Qualifications Bachelor's degree in an IT-related field, or Recognized vocational training in an IT profession, or At least 10 years of professional experience in an IT environment , ideally in IT operations and/or project management. Valid ITIL Foundation v3 or v4 certification . Practical experience with agile working methods such as Scrum. Scrum Master, Product Owner, or equivalent agile-team experience is advantageous. Required Professional Experience At least 7 years of professional experience in: Planning, procurement, and implementation of data center infrastructure Server operations and server hardware IT service management Management of infrastructure services At least 5 years of experience managing large projects with: A duration of more than one year At least 20 project participants At least 7 years of experience in infrastructure operations and procurement of infrastructure components . At least 3 years of experience working within complex organizational structures with more than 5,000 employees . At least 3 years of practical experience with agile working methods . At least 2 years of experience using SAP throughout the full procurement process , from purchase basket creation through service acceptance. At least 2 years of experience with security-sensitive operational processes , such as handling classified or restricted information environments. At least 2 years of experience with procedures and workflows in public-sector or comparable highly regulated environments . Strong practical experience with: Server infrastructure Hardware lifecycle management Change management Incident and escalation management Supplier management Service reporting Service automation Financial planning and controlling IT procurement processes Language Requirements German: C1 English: B1 Language proficiency should correspond to the CEFR framework unless the respective language is the candidate's native language. Soft Skills Strong teamwork and collaboration skills. Professional and appropriate communication style. Very good verbal and written communication skills. Strong service orientation. Structured and independent working approach. Strong analytical and problem-solving capabilities. Ability to coordinate multiple internal and external stakeholders. Strong ownership mentality and ability to manage end-to-end service responsibilities. Confident communication in complex operational and escalation situations. Additional Requirements Willingness to travel for up to 10% of working time . Approximately 40–80% mobile / remote working on average. Candidate profiles must include nationality due to security-related eligibility requirements. The role may be subject to project-specific security eligibility checks. Where certificates are required, they must be valid at the time of submission. Equivalent evidence may be accepted where formal certification cannot be provided, provided the equivalence can be demonstrated. Project references used as evidence should include: Industry Project title Short project description Assignment duration Detailed description of responsibilities and activities. What we offer: International Working Environment: Join a diverse and multicultural team where people from different backgrounds and cultures collaborate to achieve outstanding results. German Language Development: Whether you are a beginner or an advanced speaker, we provide a supportive environment to help you improve your German language skills. Dedicated Point of Contact: You will have a personal contact within the company who will support and guide you throughout your employment. Professional Growth: Our engineers have the opportunity to work on exciting projects across different industries, continuously expanding their expertise and developing new skills. Regular Team Events: We organize regular company events to strengthen team spirit, encourage collaboration, and create a positive working atmosphere. Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance. Note: Travel expenses for on-site interviews are covered by the candidates themselves