Service/Operations Manager

Your Responsibilities

• Lead and manage IT Service Management (ITSM) processes including incident, change, and problem management, ensuring alignment with global standards (e.g., ITIL)
• Translate strategic directives into operational execution across cross-functional teams.
• Monitor and analyze KPI dashboards to identify performance gaps and act on priorities
• Drive process optimization, harmonization, and continuous improvement initiatives across domains and applications
• Build and maintain strong relationships with internal and external stakeholders, ensuring contract compliance and customer satisfaction
• Oversee service delivery, ensuring high availability, cost efficiency, and adherence to project timelines
• Manage operational risks and opportunities, including financial performance (revenue, gross profit, cash flow)
• Support onboarding and enablement of new team members through documentation and guidance
• Prepare and present reports, dashboards, and operational updates to leadership and clients
• Use AI and digital tools to enhance resource allocation, forecasting, and service planning
• Occasionally travel to client sites (approx. 5–6 times/year) to support service execution and stakeholder engagement

Your profile

• University degree in Engineering, Business Administration, Computer Science, or a related field
• Minimum 4 years of experience in IT Service Management, Operations, or Project Management roles
• Strong understanding of ITIL, service delivery frameworks, and project governance
• Proficient in tools such as JIRA, MS Project, ServiceNow, Automic UC4, and Microsoft Office Suite
• Excellent analytical, organizational, and time management skills
• Strong leadership and communication abilities, with a cooperative and goal-oriented style
• Fluent in business English and German (spoken and written)
• Experience in managing customer relationships and driving transformation initiatives
• Certifications such as PMP, Prince2, PSM, or ITIL are a plus
• High learning agility, proactive mindset, and ability to thrive in fast-paced environments

Your Benefits

• Career model: For us, a career that is individually tailored to your needs means individual development opportunities in line with your vision and at your pace. Our PERSONAL GROWTH MODEL supports you in this, whether as an expert or entrepreneur.
• Continuing education: Let's grow together Stay up to date with over 200 training days per year in our Academy, or continue your education through certification courses.
• German classes: We encourage you to learn a new language, as it will be useful for you in your career development.
• Leadership culture: Respect, appreciation, and the highest level of expertise are the key elements of our "Coaching & Leading" leadership model. This means that your individual goals and Wavestone corporate goals are perfectly aligned.
• Mobile Work: Flexible, mobile working is part of our DNA. With our Mobile Work Policy, we offer you the right framework to work remotely. Plus, via our offices, we offer attractive contact points for personal exchange.
• Me-Time: We provide tailored vacation days, that will be increased every year (max. 30 days) based on your seniority within the company, as well as flexible working hours. Because life next to Wavestone also counts for us.
• Private Health Insurance: You are important to us; such is your health. We provide you with the appropriate framework that covers the essential health benefits needed to maintain your health.
• Multi-benefits Platform: As flexibility is in our DNA, it also translates into our benefits. You have the option to decide how to spend funds allocated for monthly benefits depending on your needs (meal tickets, gift vouchers, cultural vouchers, holiday vouchers and even subscriptions to sports clubs).
• Mindfulness & Health: The Mindfulness Community offers mindfulness training and regular exchange.
• Events: Numerous events for networking and celebrating are simply part of our Wavestone life.