Customer Service Manager
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Job Description
Customer Service Manager overseeing ERP managed services and customer governance at AZTEKA Consulting. Managing SLAs, KPIs, escalations, service reviews, and continuous improvements.
Responsibilities:
- Responsible for service governance for assigned customers
- Ensure contract-compliant service delivery
- Manage and coordinate operational customer communications
- Monitor agreed service levels (SLAs) and relevant metrics and KPIs
- Work closely with internal departments to ensure successful service delivery
- Moderate and manage service-related escalations
- Initiate, support, and track continuous improvement measures
- Identify risks and communicate recommendations for action transparently
- Build, maintain, and further develop long-term, trusting customer relationships
- Prepare and conduct service reviews and present relevant service metrics
- Support customers throughout the entire managed services and maintenance lifecycle
Requirements:
- Several years of experience in Service Management, Service Delivery Management, or Customer Service Management, ideally in an ERP, cloud, or managed services environment
- Experience supporting enterprise customers and managing service levels, KPIs, and service processes
- ITIL Foundation certification, ideally ITIL 4
- Basic understanding of modern ERP systems and business administration principles
- Proficiency with service management tools, such as Jira Service Management
- Strong customer and service orientation, with a genuine interest in building long-term customer relationships
- Excellent communication, facilitation, and presentation skills, including at management level
- Analytical, structured, and self-directed approach to work
- Confident and diplomatic manner, strong decision-making skills, and excellent conflict-resolution abilities
- High resilience, strong organizational skills, and a high degree of empathy
Benefits:
- Long-term career prospects with a globally operating consulting firm
- Flat organizational structures with short decision-making processes
- Practical, hands-on onboarding
- A dynamic environment with structured processes
- Ongoing training and individual development opportunities
- Flexible working models—we work on a mobile basis, either from the office or from home
- Regular team events and company celebrations
- Access to JobRad, Hansefit, and Corporate Benefits
- Additional social benefits, such as an occupational pension scheme
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