Job Description

Service Manager | SaaS & Digital Products (gn) - Location Bucharest

Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

What you can expect

We are looking for a Service Manager to ensure the quality, stability and continuous improvement of our customer-facing SaaS products. You will work at the intersection of Product, Engineering, Operations, Customer Service and Business, helping our teams deliver a seamless and reliable service experience throughout the entire product lifecycle.

What you'll do

• Take ownership of the operational health, reliability and service quality of assigned SaaS products
• Define and monitor SLAs, SLOs, operational KPIs and service health metrics
• Coordinate Incident, Problem and Change Management activities and support major incident communication
• Facilitate Root Cause Analysis (RCA) and drive preventive and continuous improvement actions
• Ensure operational readiness for product launches, releases, migrations, customer rollouts and hypercare phases
• Partner with Product Managers, Engineering, Customer Service and Business teams to improve service scalability and customer experience
• Monitor incident trends, ticket quality, service performance and operational efficiency
• Maintain and continuously improve runbooks, FAQs, support procedures and troubleshooting documentation
• Support the onboarding of new products and teams into operational processes
• Coordinate operational relationships and dependencies with internal and external service providers
• Drive service reviews and provide transparent reporting on performance, risks and improvement initiatives
• Contribute to a culture of knowledge sharing, operational excellence and continuous improvement

#LI-AZ1

What makes you stand out

• 3+ years of relevant experience in Service Management, IT Operations, SaaS Operations or a similar role
• Good understanding of SaaS operating models and IT Service Management (ITSM)
• Hands-on experience with Incident, Problem, Change and Knowledge Management
• Experience defining, monitoring or reporting on SLAs, SLOs and operational KPIs
• Familiarity with monitoring, observability and service support processes
• Experience working with tools such as Jira, Confluence and IT Service Management platforms
• Good understanding of Agile product development environments
• Strong analytical skills and a data-driven, continuous improvement mindset
• Excellent communication and stakeholder management skills
• Ability to collaborate effectively across both technical and business teams
• Customer-focused and solution-oriented approach
• Good prioritization, negotiation and problem-solving skills
• Ability to take ownership and influence stakeholders without direct authority

Nice to have

• Experience working with customer-facing SaaS products
• Exposure to service introduction, production readiness or hypercare activities
• Experience with monitoring and observability tools
• Knowledge of ITIL practices or an ITIL certification
• Experience working in international, cross-functional environments

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.

Why DKV Mobility? Here are five good reasons...

At DKV Mobility, we are team players - because we are only successful together! #teamofteams

You should feel welcome with us from the very beginning!

We've been growing for about 90 years

How we do it? We keep adapting our products and business model to meet changing customer needs. That's how we stay mobile and master every challenge the future holds.

There are also many other good reasons to work at DKV Mobility. For example, we offer you comprehensive company health management, parent-child offices (from 2023) and support you in leasing your eBike through our partner Jobrad!

We attach great importance to work-life balance.

We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.

We support you in your development

We offer you optimal conditions to familiarize yourself so that you can quickly find your way around and become a part of the team! To further your personal development, we offer you access to a modern learning environment - independent of time and location. This way you can also face the challenges of tomorrow!

We are committed to a net-zero future

After reaching our Green Pledge climate target in 2023 by reducing carbon emissions in our own business operations by 50.4% compared to the base year 2019, we set ourselves ambitious net-zero climate targets. The targets have been validated by the Science Based Targets initiative. By 2050, DKV Mobility commits to reach net-zero greenhouse gas emissions across the value chain from a 2022 base year. You want to take climate action? Follow us on our road to net-zero.

We are a certified employer

Our employees trust us. As an employer, we regularly receive awards from independent institutes, e.g. as Top Employer Germany and as Great Place to Work!

Did you know that we have received several awards as an employer in recent years?

Have we made you curious? Then we are looking forward to your application! If you still have open questions then please contact Zaharia Alexandra via Alexandra.Zaharia@dkv-mobility.com.