Service Manager (all genders)

Location: Norderstedt, hybrid

Contract: Permanent, full-time

Language: English (mandatory), German (nice to have)

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.  

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

About the role: 

As a Service Manager for our Assist service, you will manage hands-on support that delivers dedicated consultant time, rapid issue resolution, and assistance with upgrades, configuration, and major changes. Your focus is to ensure customers receive timely, expert help for complex or sensitive challenges, easing their workload and driving continuous improvement.

Your Day to Day: 

• Customer Experience Ownership: Act as the primary owner of the customer experience for the Assist service, ensuring high satisfaction and value realization.
• Process Management: Refine and document operational processes, drive consistency across delivery teams, and ensure alignment with overall service objectives.
• Operational Oversight: Track and monitor day-to-day operations, ensuring process adherence and proactive issue resolution.
• SLA Management: Define, monitor, and report on internal Service Level Agreements (SLAs) to ensure service quality and timely delivery.
• Transparency: Provide regular updates and insights to internal stakeholders through structured reporting and dashboards.
• External Reporting: Orchestrate the creation and delivery of reports and updates to customers, ensuring clarity and professionalism in communication.
• Continuous Improvement: Identify opportunities for service improvement, scalability, and efficiency across the service lifecycle.  

What makes you excel in this position: 

• Previous experience: 3-5 years of experience in service delivery, customer success, support, or consulting - ideally in a B2B software or SaaS environment.
• Strong understanding of service management processes and customer lifecycle.
• Proven experience with cross-functional collaboration and process ownership.
• Excellent organizational, analytical, and communication skills.
• Hands-on experience with reporting tools and dashboards; familiarity with tools like Jira, Freshdesk, or Salesforce is a plus.
• A proactive, customer-focused mindset with a drive to improve.
• Fluency in English at a professional level is mandatory; conversational German is considered an advantage.

Why you’ll love it here  
Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too.
At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.

EEO Statement
We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.

To all recruitment agencies
Serrala does not accept agency resumes. Please do not forward resumes to our job alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.