Service Manager (m/w/d)

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

The Service Manager is responsible for managing the services agreed with the beneficiary listed in his/her portfolio.

He/She ensures that these services deliver the expected operational quality and oversees the transition of IT project deliverables into service mode (service readiness) to ensure a controlled go‑live.

Responsibilities

1) Steering portfolio services (operational quality)

• Ensure service governance with the beneficiary: committees, reviews, minutes, follow‑up of decisions and action plans.
• Define/maintain with stakeholders the expected operational quality: service expectations, control points, priority irritants, improvement roadmap.
• Monitor operational performance and coordinate corrective actions with contributing teams (competence centers, support, operations).

2) Beneficiary‑oriented RUN follow‑up

• Monitor and manage incidents and catalog requests related to portfolio services (trends, pain points, actions).
• Handle escalations/complaints: qualification, coordination, decisions in service committees, follow‑up until closure.
• Structure escalations (who / when / how), including communication during critical situations.

3) Service readiness for project deliverables (project → service)

• Define and oversee a service readiness framework for IT deliverables entering RUN: operational acceptance criteria, roles, handover, documentation.
• Ensure that deliverables are operational before production / service entry, including:
  • operating procedures,
  • support model (contacts, hours, escalation),
  • monitoring/alerting and trigger criteria,
  • minimum documentation (config, dependencies, known issues),
  • applicable continuity and security requirements.
• Coordinate resolution of prerequisites with project and RUN teams and manage blockers until readiness is “OK”.

4) Service reporting

• Produce periodic management‑oriented reporting usable in service committees.
• Ensure consistency of required data (ticketing/internal repositories), without replacing tool‑owner teams.

Expected Deliverables

• Governance cadence and committee materials (agenda, minutes, action plan, escalation log).
• Monthly dashboard (the 3 KPIs + key highlights + actions).

“Service readiness checklist” + go/no‑go decision for service entry.

Profile

• Confirmed experience in managing IT services in RUN mode (Service Manager / Service Owner / SDM / IT Service Management).
• Experience in multi‑stakeholder environments (competence centers, support, operations, project teams).
• Ability to manage beneficiary relationships (listening, expectation setting, arbitration, clear communication), including during escalations.

Key Skills

• Service management (ITIL): expertise in Incident / Request / Problem / Change practices, service governance, continuous improvement.
• Operational management: prioritization, action tracking, cross‑team coordination, dependency management.
• Service readiness / project → service transition:
  • handover organization,
  • operational readiness verification (support, monitoring, documentation, procedures),
  • management of prerequisites and blockers until “ready”.
• Client orientation: committee facilitation, synthesis, ability to translate technical aspects into service impacts.
• Quality orientation: rigor, tracking simple indicators, resolving irritants and escalations until closure.

Tools (Expected)

• Ticketing/ITSM tool (e.g., ServiceNow or equivalent).
• Office tools (Microsoft 365, Excel/PowerPoint/Word).
• Basic knowledge of monitoring/supervision tools.

Certificates

• ITIL Foundation (v3 or v4).
• Basic project management certification (Prince2 or equivalent): asset for transition/readiness topics.

All our positions are open to people with disabilities