Senior Service Manager – Enterprise Mobility Management (EMM) & Mobile Application Management (MAM)

NAXCON GmbH, headquartered in Weil am Rhein with additional offices, including Stuttgart, is one of Germany's leading engineering and IT service providers.

Our experts possess extensive expertise in software and hardware development, modern electronics, and cutting-edge technologies such as Artificial Intelligence (AI).

In addition to delivering high-quality engineering solutions for our customers, we are passionate about driving our own innovation projects as well as research and development activities. Renowned companies from a wide range of industries place their trust in our expertise, reflecting the outstanding knowledge, professionalism, and commitment of our engineers.

Position: Senior Service Manager – Enterprise Mobility Management (EMM) & Mobile Application Management (MAM)

Location: Meckenheim or Munich

Type: Full-time/40% Remote

Project Overview

We are seeking an experienced Senior Service Manager to oversee and continuously improve end-to-end (E2E) IT services within an enterprise mobility environment.

The role focuses on Enterprise Mobility Management (EMM), Mobile Application Management (MAM), secure mobile communications, mobile applications, and related managed services.

The successful candidate will coordinate service delivery across technical teams, service providers, and stakeholders while ensuring contractual compliance, operational efficiency, service quality, and customer satisfaction.

The position covers the entire IT service lifecycle, from requirements definition and service design through implementation, transition, operation, continuous improvement, and potential decommissioning.

Tasks and Responsibilities

• Manage and coordinate end-to-end IT services related to Enterprise Mobility Management, Mobile Application Management, and secure mobile communication solutions.
• Oversee the planning, implementation, commissioning, operation, continuous improvement, and potential decommissioning of services and service components.
• Ensure compliance with contractual obligations, agreed Service Level Agreements (SLAs), and service quality standards.
• Coordinate activities among internal technical teams, external service providers, manufacturers, and stakeholders.
• Monitor service performance and implement measures to improve service quality, cost efficiency, and customer satisfaction.
• Act as a central point of contact for service-related inquiries, operational issues, and escalations.
• Manage conflicts and service-related challenges, ensuring timely resolution in collaboration with all involved parties.
• Prepare, coordinate, and maintain contractual service reports, performance documentation, and service delivery records.
• Identify service requirements or requests exceeding the agreed contractual scope and coordinate appropriate actions.
• Plan, manage, and monitor project-related and agile activities across multiple teams and departments.
• Coordinate virtual and agile service teams, including service management, service architecture, and central operations.
• Support the coordination and management of project teams responsible for service development and optimization.
• Apply Scrum Product Owner principles to prioritize requirements, manage service improvements, and coordinate agile activities.
• Support market assessments, procurement processes, supplier selection, tender activities, and purchasing decisions.
• Coordinate technical departments regarding schedules, priorities, dependencies, and critical operational issues.
• Support customer discussions regarding service improvements and operational performance.
• Participate in supplier meetings, technology roadmap discussions, delivery coordination, and escalation management.
• Support purchase order processing, invoice management, and quality assurance activities.
• Prepare technical evaluations, comparisons, reports, recommendations, service descriptions, and decision-making documents.
• Independently manage assigned service management topics and drive them through to completion.

Requirements

Education and Technical Qualifications

• Completed vocational training in a recognized IT profession, or a bachelor's degree in an IT-related field.
• Alternatively, at least 6 years of professional experience in an IT environment.
• Strong knowledge of IT Service Management methodologies and processes.
• Understanding of Enterprise Mobility Management (EMM), Mobile Application Management (MAM), and secure mobile communication services.
• Practical knowledge of the complete IT service lifecycle, including service design, transition, operation, and continuous improvement.
• Experience with ITIL processes, Service Level Management, reporting, and IT governance.
• Knowledge of project management methodologies and agile working practices.
• Experience using Scrum Product Owner principles to coordinate and prioritize service-related activities.
• Knowledge of SAP-related procurement and purchasing processes.
• Proficiency in Microsoft Office applications, particularly:
• Excel
• Word
• PowerPoint
• Outlook
• Visio

Mandatory Certifications

• ITIL Foundation certification – Version 3 or higher.
• Evidence of Scrum Product Owner qualification and practical experience, supported by an appropriate certificate and project reference.
• Evidence of project management competency, supported by relevant certification and project reference.
• Appropriate documentation or certification demonstrating the required Microsoft Office skills.

Time-limited certificates must remain valid at the relevant submission date. Equivalent evidence may be accepted where permitted and appropriately substantiated.

Language Requirements

• German: C2 level (CEFR) – mandatory.
• English: B1 level (CEFR) – mandatory.

Candidates must demonstrate the required language proficiency. Formal proof is not required for native speakers of the respective language.

Professional Experience

Candidates must demonstrate the following minimum experience:

1. ITIL Service Management – Minimum 2 Years

• Planning, designing, implementing, and managing ITIL-based IT services.
• Experience in end-to-end enterprise mobility environments, including EMM, MAM, mobile application development, and secure communication services.
• Supporting the complete service lifecycle, from requirements engineering to operational management and continuous improvement.
• Coordinating service delivery and ensuring compliance with service levels and contractual requirements.

2. Scrum Product Owner Activities – Minimum 2 Years

• Acting as a Product Owner for IT services, service components, or service functions.
• Coordinating and prioritizing end-to-end service-related tasks.
• Managing stakeholder requirements and supporting agile delivery teams.
• Driving service improvements and coordinating the implementation of new functionalities.

3. Project Management and Coordination – Minimum 2 Years

• Planning, coordinating, executing, and monitoring IT projects.
• Experience as a Project Manager, Technical Project Manager, or comparable project coordination role.
• Managing project stakeholders, tasks, schedules, dependencies, and deliverables.
• Supporting project reporting, risk management, and operational coordination.

Important: The minimum experience requirements must be supported by recent, continuous, and demonstrable professional activities involving recurring and substantial responsibilities in the relevant field.

Soft Skills

• Excellent teamwork and collaboration skills.
• Strong customer orientation and professional communication abilities.
• Very good verbal and written communication skills.
• Ability to prepare and deliver clear presentations and management reports.
• Strong sense of ownership, accountability, and personal initiative.
• Ability to work independently and identify opportunities for service improvement.
• Proactive approach to resolving issues and managing open action items.
• Strong decision-making and problem-solving skills.
• Ability to coordinate stakeholders and drive initiatives through to completion.
• Structured, analytical, and results-oriented working style.
• Strong organizational skills and effective prioritization.
• Ability to manage multiple tasks while maintaining service quality and operational continuity.

Additional Requirements

• Willingness to undertake business travel of up to 20% of working time.
• Availability for a hybrid working model with approximately 40% remote work.
• Ability to work in environments subject to enhanced information security and confidentiality requirements.
• Compliance with applicable security screening and project-specific security requirements.
• Candidate submissions must include nationality information where required for the applicable security review process.

Required Documentation

Candidates should be able to provide:

• An up-to-date CV documenting relevant professional experience.
• Evidence of an IT-related vocational qualification, university degree, or equivalent professional experience.
• Valid ITIL Foundation certification (V3 or higher).
• Evidence of Scrum Product Owner and project management competencies, including relevant certifications and project references.
• Confirmation of the required German and English language proficiency.
• Documentation demonstrating relevant experience in enterprise mobility and IT Service Management.

What we offer:

• International Working Environment: Join a diverse and multicultural team where people from different backgrounds and cultures collaborate to achieve outstanding results.
• German Language Development: Whether you are a beginner or an advanced speaker, we provide a supportive environment to help you improve your German language skills.
• Dedicated Point of Contact: You will have a personal contact within the company who will support and guide you throughout your employment.
• Professional Growth: Our engineers have the opportunity to work on exciting projects across different industries, continuously expanding their expertise and developing new skills.
• Regular Team Events: We organize regular company events to strengthen team spirit, encourage collaboration, and create a positive working atmosphere.
• Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance.