Service Manager

About this task

工作职责：
1、作为服务接口人，负责整个外包项目的服务质量，并确保服务团队达到客户标准和要求。
2、定期回顾服务质量，识别并解决服务过程中的问题，持续提升服务水平。
3、根据客户和服务商的实际情况，设计符合需求的服务方案。
4、根据项目进展和反馈，及时调整服务方案，确保方案有效并具备适应性。
5、负责外包管理工作的日常协调，包括客户沟通和服务商内部横向团队管理。
6、及时收集和反馈服务过程中的问题，并进行升级处理，确保问题得到有效解决。
7、根据项目具体要求，建立服务运营体系，包括流程、标准和监控机制。
8、进行内部团队管理，确保团队成员明确职责并高效协作。
任职资格：
1、本科及以上学历，熟悉服务器或网络技术，至少 5 年 IDC 数据中心运维经验。
2、熟悉大规模服务器和网络集群运维流程。
3、熟悉 IDC 数据中心基础知识。
4、了解基本的数据中心审计常识。
5、具备 IDC 基础设施空调和配电基础技能。
6、至少具备 1 年、30 人规模团队管理经验。
7、具备 IT 服务管理认证，如 PMP、ITIL 等认证。
8、较强的文档整理能力。
工作地点：德国法兰克福。
工作语言：德语。
驻外时长：2年。

Responsibilities:
1. Act as the service interface owner, take responsibility for the service quality of the entire outsourcing project, and ensure that the service team meets the client's standards and requirements.
2. Regularly review service quality, identify and resolve issues in the service process, and continuously improve service levels.
3. Design service solutions that meet requirements based on the actual circumstances of the client and the service provider.
4. Adjust service solutions in a timely manner according to project progress and feedback to ensure their effectiveness and adaptability.
5. Be responsible for daily coordination of outsourcing management, including client communication and cross-functional team management within the service provider.
6. Promptly collect and provide feedback on issues arising during service delivery, escalate them when necessary, and ensure effective resolution.
7. Establish a service operation system according to specific project requirements, including processes, standards and monitoring mechanisms.
8. Manage the internal team to ensure that team members have clear responsibilities and collaborate efficiently.
Qualifications:
1. Bachelor's degree or above; familiar with server or network technologies; at least 5 years of IDC data center operations and maintenance experience.
2. Familiar with operations and maintenance processes for large-scale server and network clusters.
3. Familiar with basic knowledge of IDC data centers.
4. Understand basic data center audit practices.
5. Possess basic skills in IDC infrastructure air conditioning and power distribution.
6. At least 1 year of experience managing a team of around 30 people.
7. Hold IT service management certifications, such as PMP, ITIL or similar certifications.
8. Strong documentation and document organization skills.
Work location: Frankfurt, Germany.
Working language: German.
Overseas assignment duration: 2 years.