Service Manager ITSM Freshservice

TecAlliance interconnects global automotive aftermarket data and knowledge from order to invoice. With over 900+ colleagues working in 140 countries, we are owned by 34 automotive companies like Bosch, Continental, Rheinmetall, and ZF. We act as an information hub and process facilitator for them, ensuring standardized processes that help clients save costs (process and indirect costs) and time through efficient processes enabled by our software.

As  Service Manager ITSM (m / f / d)  you will be responsible for the strategic and operational management of all IT Service Management processes related to the Freshservice helpdesk platform. This role owns the entire service lifecycle, including the administration, configuration, and continuous optimization of Freshservice, ensuring high service quality and alignment with business needs.

You would work in a hybrid mode, i.e. from one of our offices in Germany 1-2 days per week, depending on team agreements, and the rest of the time you can work from home.

Responsibilities :

Full technical ownership of the Freshservice ITSM platform.

Design, implementation, and continuous improvement of ITIL-based processes (Incident, Request, Problem, Change, Asset Management).

Acting as the interface between IT, end users, and external service providers.

Monitoring and reporting on service KPIs.

Providing training and support to internal stakeholders.

Coordinating service improvement initiatives.

Ensuring compliance with security and regulatory requirements in service operations.

Requirements :

Degree in Computer Science, Business Informatics, or equivalent qualification.

Several years of experience in IT Service Management, ideally with Freshservice or similar platforms.

ITIL Foundation certification (minimum), ideally advanced ITIL certifications.

Experience in process design and optimization.

Strong communication skills and service-oriented mindset.

Experience with ticketing systems and service workflows.

Data analysis and reporting (e.g., Power BI, Excel, Freshservice Analytics).

Basic project management skills.

Excellent communication skills in German and English (both B2 or higher level); Spanish language skills are a plus.

Benefits

Contracts, Salary, and non-monetary benefits

💪 All our contracts are by default unlimited (probation period is six months).

📕 Contract title : your position is part of our job profile “Service Manager ITSM (m / f / d)”. Our generic job profiles compare groups of employees with similar tasks that are part of the same area of responsibility / team. The displayed title above ensures that you can find us.

💪 Compensation package : 97% fixed base salary paid monthly, with a 3% performance-based bonus paid annually, dependent on company performance.

🌏 Company credit card for travel : whenever you travel a lot you know the struggle. You have to cover travel costs. Never do that again. With your company credit card your cash stays with you as long as you hand in your expense bill promptly.

💪 Company pension plan.

🛡️Group accident insurance.

🚴‍♀️ Bike leasing.

🛒 Discounts on our corporate benefits program with a broad range of partners.

🍏 in case you work on one of our sites, we offer subsidized meals.

Location-independency / flexibility :

💯 Hybrid Remote : you would work in a hybrid mode, i.e. from one of our offices in Germany 1-2 days per week, depending on team agreements, and the rest of the time you can work from home. We also have regular on-site team events and you can work at any of our sites in Germany, depending on your location.

🚀 Structured Onboarding : you receive an individual onboarding plan, have multiple onboarding days in the beginning, and a wealth of e-learning, training, and documentation besides your team at your disposal.

👩‍💻 Set-up : notebook, headset and mouse will be provided, other equipment upon request / need.

🏖 Vacation : 30 days a year.

⚖️ Balance job & life : Flexible working hours : you decide where and when you work.

Culture :

❤️‍🔥 Kununu Top Company since 2022 : we’re proud to state that our score currently sits at 4,2 / 5 score with an 87%+ recommendation rate.

🧬 We value ownership, cooperation, entrepreneurial thinking & and self-reflection to communicate effectively as ONE team.

🎟️ Team culture is Key! We have fun at work and beyond : There is always something to celebrate and regular team events.

🦄 Come as you are - do you prefer T-shirts over a shirt? Great.

💡 Your contribution matters : shape our value-driven culture and agile transformation together with your colleagues – we’re curious, want to go one step further, build further trust together, and join forces to tackle our challenges as a team.

• Please note
• that TecAlliance can only consider candidates for employment who are legally authorized to work in a country listed in the job posting, where we have an established legal entity and payroll system. Unfortunately, we are currently unable to hire candidates who require relocation, visa support, or are located outside of that country. Of course you can apply, if you hold a work permit and are willing to / or already moved to the country. Thank you for your understanding.
• that it is not possible to work outside of the country you are applying for. Meaning that, if you apply e.g. for Germany, you must work from within Germany. It is not possible to work from abroad. You can work at any location within the borders of the listed country, unless the job posting specifies a certain City.