Summary: Freelance ITSM/ITSL Service Manager is required to support ongoing SAP programs within the utilities sector, necessitating fluency in German for effective communication. The role involves managing technical delivery topics and fostering strategic client relationships. The initial contract duration is six months with potential extensions, starting on March 1st. The position requires a hybrid working arrangement across various customer locations in Germany.

Key Responsibilities:

• Serve as the primary contact for private cloud customers for technical delivery topics and contractual entitlements.
• Introduce technical managed services scope during customer onboarding.
• Develop strategic technical engagement via service planning with clients.
• Proactively manage operational security risks and compliance reports.
• Act as a trusted technical advisor and share innovation roadmaps with customers.
• Participate in the SAP overall governance model setup.
• Manage internal and external stakeholder relationships.
• Guide customers on Business Continuity, Security & Compliance topics.
• Maintain customer satisfaction through proactive issue mitigation.
• Support customer critical situations and de-escalations.
• Protect ECS revenue by managing balance statement reviews and supporting contract renewals.
• Analyze and solve complex IT service issues and identify root causes.
• Develop effective solutions to IT issues in compliance with ITIL processes.

Key Skills:

• Fluency in German (written and spoken) is mandatory.
• Fluency in English is desirable.
• Experience in IT service management and SAP programs.
• Strong stakeholder management skills.
• Proficiency in ITIL-compliant processes.
• Ability to analyze complex IT issues and develop solutions.

Salary (Rate): undetermined

City: Hamburg

Country: Germany

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT