Customer Service Manager (m/f/x)

• Own end-to-end incident, request, escalation, and complaint management
• Ensure accurate logging, prioritization, and SLA-compliant resolution
• Monitor application performance, analyze service data, and conduct root cause analysis
• Prepare service reports and derive actionable improvement measures
• Act as primary contact for customers in complex service engagements
• Coordinate with Engineering, DevOps, QA, Product, and Delivery teams
• Advise on security, compliance, licensing, upgrades, backup, and disaster recovery strategies
• Plan and coordinate releases for SaaS and on-premise services

• Proven experience in Service Delivery, Incident Management, or IT Service Management
• Deep understanding of SaaS and on-premise application environments
• Hands-on experience with SLA/SLO management and KPI-driven service improvement
• Solid knowledge of ITIL frameworks and service management best practices
• Analytical mindset with the ability to make data-driven decisions
• Excellent communication skills across technical and non-technical audiences (B2 English is a must, German and other languages are a plus)
• Strong ownership mentality with the ability to manage escalations effectively
• Experience in security, compliance, and operational governance is a plus

Work with forward-thinking organizations shaping the future of their industries while owning mission-critical service delivery that directly impacts customer experience and business outcomes.
At ITONICS, you combine strategic service management with modern Cloud and application operations to ensure reliable, secure, and high-performing systems in real-world environments. 
You’ll join a global, high-performing team of experts who bring together ITIL best practices, data-driven service improvement, and hands-on execution to resolve issues fast, enhance service quality, and deliver measurable value to our customers.