Service Manager Infrastructure (m/f/d) - #2199440

YOUR BRILLIANT FUTURE IN TECH IS NOW

Welcome to the world of Zoi. We are those who build the digital evolution of our enterprise customers, closing the gap between enterprise IT and new technologies. Zoi strives to bring the cloud to the Retail and Manufacturing industries with innovative solutions that deliver real value.

We are expanding our European teams in Stuttgart, Berlin, Cologne, Lisbon, Barcelona, Figueres, Sevilla and Las Palmas. Just choose your favorite Zoi city! Travel between our locations is possible.

What You Do

• Define and Develop Managed Cloud Services: Design and implement comprehensive managed service offerings for hyperscalers (AWS, Azure) and Google Workspace, aligning with client needs and industry best practices.
• Deliver and Control Service Operations: Oversee the day-to-day delivery of managed cloud services, ensuring adherence to SLAs and SLOs, and maintaining high levels of service availability and performance.
• Implement ITIL Best Practices: Drive the adoption and implementation of ITIL (Information Technology Infrastructure Library) processes, including incident, problem, change, and service level management.
• Coordinate Teams and Manage Tickets: Coordinate cross-functional teams (e.g., engineering, operations, support) to ensure seamless service delivery and efficient resolution of customer issues. Manage ticket routing and escalation procedures to ensure timely and effective response to customer requests.
• Track and Report on Service Performance: Monitor and track service performance metrics, generate regular reports, and identify areas for improvement to enhance service quality and customer satisfaction.
• Build and Maintain Customer Relationships: Establish strong relationships with clients, acting as a trusted advisor and point of contact for service-related matters.
  
  
  

Who You Are

• Strong Understanding of ITIL and Service Management: Demonstrated knowledge of ITIL principles and experience implementing ITIL processes in a cloud services environment.
• Experience with Hyperscalers and Cloud Services: Hands-on experience with major cloud platforms (AWS, Azure) and Google Workspace, including a deep understanding of cloud architecture, services, and best practices.
• Knowledge of SLA and SLO Management: Ability to define, track, and report on service level agreements (SLAs) and service level objectives (SLOs) to ensure service performance meets or exceeds customer expectations.
• Team Coordination Skills: Proven ability to coordinate cross-functional teams, delegate tasks, and motivate team members to achieve common goals.
• Excellent Communication and Interpersonal Skills: Ability to communicate effectively with technical and non-technical stakeholders, build strong relationships with clients, and manage customer expectations.
• Problem-Solving and Analytical Skills: Ability to identify and resolve complex technical and operational issues, analyze service performance data, and implement solutions to improve service quality.
  
  
  

Additional Skills (Plus):

• Relevant Certifications: ITIL certifications, cloud certifications (e.g., AWS, Azure), and project management certifications are a plus.
• Experience in a Customer-Facing Role: Experience in a customer-facing role, such as service delivery manager or account manager, is highly desirable.
  
  
  

Do you like to be surrounded by brilliant minds? Awesome. At Zoi, you become part of our community of tech enthusiasts and develop your full potential. Create fresh ideas and shape the digital transformation of our enterprise customers sustainably.

• GOOD WORK SHOULD BE REWARDED, which is why we offer various bonus models at our company
• TIME IS WISDOM, 20 % of your working time is available for experimenting and education
• SKILL YOURSELF UP, Zoi can only be as good as you are. That’s why we value constant training and development
• BE FREE thanks to our absolutely flexible working hours and work remotely from any of our locations
• DEVELOP YOURSELF with our individual certification and training plan
• FAMILY COMES FIRST, rely on our financial support for childcare
• REFUEL at our regular free Friday lunch
  
  
  

Zoi is an equal opportunity employer, we're committed to helping you do your best work. Our promise is to champion diversity, build an inclusive culture and do our part to create a more equitable professional landscape.