Customer Service Manager

About the Role

We are seeking an experienced Customer Service Manager to join our team based in Schwartzheide, Germany. Fluency in German at C1 level is mandatory, along with business-level English. This role requires a minimum of five years in customer service management, particularly focusing on LAN, WAN, WLAN, and Unified Communication services.

Key Responsibilities

• Operate within a process-aligned organization covering skill pools such as WAN, LAN, UC, Remote Access.
• Manage ITIL-standard processes including Capacity, Change, Configuration (and standards development), Inventory, Problem Management, Event Management, and Root Cause Analysis.
• Serve as a third-line expert in at least two networking technologies, with good understanding of others.
• Document and execute small-scale projects through all phases, managing risks and estimating costs, timelines, and resources.
• Prepare, maintain, and track realistic project and quality plans, providing regular reports to senior management and clients.
• Monitor project deviations and take corrective actions to ensure successful project delivery within agreed tolerances.
• Manage change control procedures and gain approvals from project sponsors.
• Perform out-of-hours changes if required.

Required Skills and Knowledge

• Strong grasp of networking technologies including TCP/IP, routing, switching, LAN/WAN setups.
• Deep understanding of Unified Communication platforms.
• Experience with ITIL processes and service level management (SLAs).
• Excellent communication, interpersonal, and conflict resolution abilities.
• Leadership skills to guide and motivate technical customer service teams.
• Structured approach to work, adhering to standards, documenting processes, and knowledge sharing.
• Customer-centric mindset, understanding the business impact of service disruptions.
• Strong troubleshooting and problem-solving skills to translate complex technical issues for customers.
• Familiarity with CRM systems, ticketing tools, and network monitoring platforms.
• Technical certifications or practical experience in Cisco environments and Cloud Services considered an advantage.