Job Description

NAXCON GmbH, located in the heart of Freiburg, is at the forefront of the German IT and engineering industry.

Our experts have extensive knowledge in software and hardware development, state-of-the-art electronics, and future-oriented technologies such as artificial intelligence and virtual reality.

We are not only dedicated to project work for our customers, but also intensively pursue in-house innovation projects as well as research & development. Renowned companies from a wide range of German industries place their trust in us - demonstrating the outstanding expertise and commitment of our engineers.

Position Senior Service Manager

Location Munich, Germany

Field Defence

Type Full-time/40% Remote

Project / Service Overview

The role is part of a service environment focused on the development and further enhancement of carrier and provider services within a next-generation network environment, both nationally and internationally. The position covers all phases of the service lifecycle and is centered on unified communications, carrier connectivity, provider services, secure communication architectures, service management, cost controlling, reporting, and supplier coordination.

The Senior Service Manager will be responsible for ensuring reliable service delivery, managing complex service components, coordinating internal and external delivery units, and driving continuous improvement across assigned services or sub-services.

Responsibilities

The Senior Service Manager will be responsible for the following tasks:

• Ensure contract fulfillment for assigned services or sub-services.
• Take end-to-end responsibility for the assigned service area.
• Coordinate all internal units and external suppliers required for the delivery of complex services.
• Coordinate providers and suppliers of hardware, software, maintenance, and related service components.
• Identify deviations in service delivery and initiate appropriate countermeasures.
• Create complex service descriptions and calculations in the context of proposal processes or procurement procedures.
• Support financial planning for assigned services and service components.
• Initiate newly commissioned services or service components within the assigned service scope.
• Prepare and provide data for contractually agreed customer reports.
• Coordinate reporting data with involved delivery units and service delivery management.
• Ensure, analyze, and prepare internal reporting data to identify improvement measures for assigned services or sub-services.
• Take responsibility for cost controlling related to parts of the assigned service delivery.
• Identify cost deviations, initiate corrective actions, and escalate where required.
• Provide functional leadership to a virtual service team consisting of service managers, IT architects, process engineers, operations staff, and other relevant stakeholders.
• Participate in service-relevant committees and governance meetings with internal teams, customers, and suppliers.
• Support continuous service improvement across the service lifecycle.
• Ensure structured communication, documentation, reporting, and coordination across all involved service stakeholders.

Required Qualifications

• Completed IT-related degree or comparable training with a focus on Unified Communications.
• ITIL Foundation certification.
• Basic knowledge of documenting processes and tasks in Jira or comparable tools.
• Knowledge of agile collaboration according to Scrum methodology.
• Strong understanding of IT service management and service lifecycle processes.
• Good understanding of carrier and provider services in complex communication environments.

Required Professional Experience

The candidate should have:

• At least 3 years of experience in IT service management, ideally in a Unified Communications environment.
• At least 3 years of solid and current knowledge in carrier connectivity and carrier services, including:
• Network connectivity
• Carrier services
• Peering
• SNMP monitoring
• Load balancing
• At least 3 years of experience in fee and cost management, including:
• Cost calculation
• Billing
• Contract negotiations
• Tariffs
• Whitelisting and routing costs
• At least 3 years of experience with API-based integrations, telecommunication providers, and relevant standards.
• At least 5 years of basic practical experience in encrypted communication and secure communication architectures, such as:
• TLS
• VPN
• PKI
• S/MIME
• PGP
• Comparable secure communication technologies

Required Tool and Technology Experience

The candidate should have practical knowledge of:

• Jira or comparable documentation and tracking tools.
• Scrum-based collaboration methods.
• Carrier services and provider management.
• Network connectivity and peering.
• SNMP monitoring.
• Load balancing.
• API-based integrations.
• Telecommunications provider environments.
• Cost calculation and billing processes.
• Secure communication technologies such as TLS, VPN, PKI, S/MIME, and PGP.
• IT service management processes and ITIL-based service delivery.

Language Requirements

• German: C1 level according to CEFR.
• English: B1 level according to CEFR.

Proof of language skills may be provided through a CV, certificate, reference, self-declaration, or equivalent evidence. Native speakers are exempt from providing separate proof for the respective language.

Project Reference Requirements

If project references are required, they should include:

• Industry
• Project title
• Short project description
• Duration of the candidate's assignment
• Detailed description of the candidate's responsibilities and activities in the project

Required Soft Skills

The candidate should demonstrate:

• Strong teamwork and collaboration skills.
• Professional and appropriate communication style.
• Clear and confident verbal expression.
• Strong service orientation.
• Ability to coordinate complex services across multiple internal and external stakeholders.
• Ability to work reliably in a virtual service team.
• Strong analytical skills for service reporting, cost controlling, and improvement measures.
• Ability to identify service deviations and initiate effective countermeasures.
• Structured and solution-oriented working style.
• Confidence in customer, supplier, and internal governance meetings.

Special Requirements

• Willingness to work on-site according to the required presence model.
• Willingness to undergo applicable security-related checks if required.
• Candidate profiles must include nationality information.
• Applicable security-related country list requirements must be observed where relevant.

What we offer:

• Join a cosmopolitan and internationally mixed team: We welcome individuals from all backgrounds and cultures to contribute their unique perspectives and talents to our team.
• Polish your German language skills: If you are looking to improve your German language skills, we offer a supportive environment where you can practice and develop your language abilities: whether you are a beginner or an advanced speaker.
• Benefit from a fixed contact person from the company: We understand the importance of having a reliable point of contact within the company. That's why we assign a dedicated contact person who will provide guidance and support throughout your employment with us.
• Professional growth and development: With us, our engineers can immerse themselves in new industries or projects after just 1-2 years and actively transfer knowledge.
• Enjoy regular team events with the company: We believe in the power of team building and fostering positive relationships within the workplace. That's why we organize regular team events to promote collaboration and strengthen our team bonds.
• Competitive compensation package: At NAXCON, we believe that our engineers are our greatest asset. That's why we offer a comprehensive and competitive compensation package that includes a salary commensurate with experience and expertise.