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Service Manager – IT Infrastructure Services


About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging the strengths and best practices of both companies.

ET&S S.A. belongs to the ET&SM technology holding of ERGO Group AG, supporting millions of internal customers with state-of-the-art IT solutions to everyday problems. We are dedicated to bring digital innovations to every aspect of the landscape of insurance. Discover how we are implementing AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions and much more to accommodate our customers’ future needs around the globe. See how you can be a part of the digital revolution and apply to join us today!

About the job

We are looking for a Service Manager to maintain and improve IT infrastructure and IT Service Management landscape for our international customer – Datacenter remote management service. You will be part of a team that is responsible for operation of a service oriented landscape.

Job description

  • provide support and management of various IT systems and services in an international environment
  • ensure and maintain relationship with customer’s representatives
  • work within established configuration and change management policies to ensure awareness, approval and success of changes made to the IT infrastructure
  • interact with customer’s team to understand service level agreements and communicate the same to technical team members
  • manage Service Level Agreement
  • participate in problem-solving efforts and coordinate actions to solve client issues
  • ensure technical team follows best practices and maintain service level agreements
  • develop, improve and optimize the performance of IT systems, devices and services in an enterprise environment
  • work with a variety of business and technical teams to enhance service
  • oversee infrastructure upgrades, modifications and deployments
  • oversee the health of IT Service Management
  • Provide ITSM process support: request, incident, problem, change, asset and configuration, others
  • support the preparation and execution of detailed transition plans in accordance with strategic demand

The successful candidate will demonstrate

  • fluency in written and spoken English (at least C1 level)
  • German language written and spoken would be an advantage
  • the ideal candidate will have +3 years of experience in a similar role
  • hands-on experience in core of ITSM – incident, problem, change, request, configuration management practices
  • wider ITSM practices experience would be an advantage
  • hands-on experience working with ITSM tools, for example BMC Remedy, Service Now, others
  • hands-on experience working with service quality monitoring tools – availability, performance and capacity
  • knowledge of IT infrastructure, datacentre environment would be an advantage
  • knowledge of IT topics (e.g. servers, network, cloud, voice, security, tooling, workplace) would be an advantage
  • reporting design experience – service reports, dashboards, SLAMs
  • advanced excel skills and data analytics capability
  • continuous improvement attitude and proactive mindset
  • ITIL and/or COBIT certification
  • strong communication skills
  • excellent customer focus

Interested in this position?

Apply now

Why work with us?

Let&s be fit

We realize that most of us need assistance to stay in shape and good health. That's why we provide every employee with a medical package coverage and co-finance a sports card. Additionally, we support a number of sports sections, and, you can even join our yoga team in the summer to practice yoga on the roof!

Let&s be balanced

Work-life balance is essential for us. That's why we offer our employees flexible working hours, pet-friendly offices, and if you would like to stay with your pet at home, a remote work environment. However, it won't be easy to stay at home with our in-office gaming room.

Let&s be smart

Staying up-to-date with all the new systems and technologies is not an easy task. That's why we have an extensive training and workshops offer, both in-house and with external providers. We organize hackathons and meetups, which are an excellent opportunity for our specialists to showcase their expertise. On top of that, we offer digital learning platforms, language courses, and a library.

Let&s be responsible

We love to see the difference we make together with our CSR projects. That's why we are always open to new projects, and we would love to include you in our next charity event!

Let&s be fun

At ET&S we love not only to work but also relax together. Sports events like company-wide bike race, or maybe a film marathon in our cinema room? Don't worry; we got it covered! Maybe you have a passion and would love to make an event out of it? Sure! We will help you!

Let&s be diverse

At ET&S we create a working environment free of prejudice and exclusion. Each member of our team can experience being valued, regardless of his or her gender, nationality, religious beliefs, disabilities, age, and sexual orientation or identity. Your wide range of qualifications, experiences, and ways of thinking are of great benefit to us!

Get to know us better

Check how it is working at ERGO Technology & Services

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