Manager Service Management & Project Management (w/m/d)

Bereit für alles? Bereit für Bechtle.

Mit über Mitarbeitenden sind wir eines der erfolgreichsten IT-Unternehmen und Marktführer in unserer Branche. Die Kombination aus Direktvertrieb von IT-Produkten mit umfassenden Systemhausdienstleistungen macht uns zum zukunftsstarken IT-Partner für Mittelstand, Konzerne und öffentliche Auftraggeber. Wir sind zu Hause in ganz Europa und immer in der Nähe.

.

Manager Service Management \& Project Management (w/m/d)

Position Overview

As Manager Service Management \& Project Management, you lead two key delivery functions: Service Management and Project Management. You ensure that both disciplines operate in a coordinated, standardized, and high-quality manner across all customer engagements.

You act as delivery governance owner, service quality leader, and execution orchestrator, ensuring that services are delivered reliably and projects are executed successfully, while maintaining strong alignment across teams and stakeholders.

Value Contribution

• Consistent service quality and SLA adherence across all accounts
• High maturity and standardization of Service Management and Project Management practices
• Successful and predictable project delivery
• Strong coordination between operational service and project-based delivery
• Increased efficiency, scalability, and transparency in delivery

Key Responsibilities

• Leadership of Service Management \& Project Management
• Lead and develop Service Managers and Project Managers (disciplinary leadership)
• Define clear roles, responsibilities, and governance across both functions
• Ensure alignment and collaboration between service and project teams
• Establish a high-performance, accountable, and customer-oriented organization

Service Management Governance

• Define and enforce service management standards (SLA, escalation, service reviews)
• Ensure consistent delivery of services across customers and contracts
• Oversee service performance, risk management, and escalations
• Guide Service Managers in managing complex customer situations

Project Management Governance

• Define and enforce project management methodologies and standards
• Ensure projects are delivered on time, within scope, and budget
• Oversee project portfolio, risks, and dependencies
• Support Project Managers in critical or escalated situations

End-to-End Delivery Alignment

• Ensure seamless integration between project delivery and ongoing services
• Define and govern handover processes (project ? operations)
• Align delivery activities with customer contracts and expectations
• Ensure a consistent customer experience across the full delivery lifecycle

Service Quality \& Customer Satisfaction

• Own overall service quality and customer satisfaction (CSAT)
• Ensure structured service reviews and customer communication
• Monitor and improve customer feedback and performance indicators
• Act as escalation instance for critical customer situations

Performance \& KPI Management

• Define and track KPIs across both functions:
• SLA adherence
• Service performance
• Project delivery success
• Customer satisfaction
• Provide transparency to leadership through structured reporting
• Drive continuous improvement based on performance insights

Process Ownership \& Standardization

• Establish scalable frameworks for service and project delivery
• Standardize processes across customers and delivery units
• Ensure alignment with ITIL, project management best practices, or hybrid models
• Drive efficiency, quality, and consistency

Stakeholder Management

• Act as central interface between Sales, Delivery, and Operations
• Collaborate with portfolio leads and technical units
• Align delivery capabilities with business and customer requirements
• Communicate effectively with leadership and key stakeholders

Continuous Improvement \& Transformation

• Drive maturity of Service Management and Project Management capabilities
• Identify optimization potential across delivery structures and processes
• Introduce best practices, tools, and automation where applicable
• Contribute to the evolution towards standardized and managed services

Skills Profile

Professional / Methodological

• Proven leadership experience in Service Management and/or Project Management
• Strong understanding of IT service delivery, SLA-based services, and governance models
• Experience with project management metho j4id10427848jm j4it1041jm j4iy26jm