Service Request Manager with German

Job Description

We are looking for a proactive and detail-oriented Service Request Manager with fluent German language skills to join our dynamic Service Management Office SMO team. In this role, you will be responsible for managing and coordinating service requests, ensuring timely resolution, and maintaining high customer satisfaction levels.

Long Description

Key Responsibilities:

• Manage the end-to-end lifecycle of service requests in accordance with ITIL best practices
• Act as the primary point of contact for German-speaking clients and stakeholders
• Monitor request queues and ensure SLAs are met
• Collaborate with technical teams to ensure efficient request fulfillment
• Identify process improvement opportunities and contribute to service optimization
• Prepare reports and dashboards on request performance and trends
• Ensure compliance with internal policies and external regulations

Requirements:

• Proven experience in IT service management or request coordination
• Fluency in German and English (written and spoken)
• Strong communication and organizational skills
• Familiarity with ITSM tools (e.g. ServiceNow)
• Understanding of ITIL framework (certification is a plus)
• Ability to work independently and manage multiple priorities