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What you're going to do

• To strengthen our dynamic and interdisciplinary team, we are looking for a dedicated Service and Product Manager. Do you have a successful background in customer service management, with experience in optimizing service processes and developing product roadmaps? Then this role could be the next step in your career! As Service and Product Manager for our managed services, you will play a key role in ensuring seamless service delivery and proactively supporting our customers with end-to-end solutions. You will act as a strategic partner managing SLAs, enhancing service models, and leading virtual teams to drive innovation and excellence in service management. You will be responsible for the following tasks:
• Optimizing customer service operations and developing service offerings and product roadmaps for our managed services
• Negotiating, monitoring, and optimizing SLA parameters and service performance
• Ensuring end-to-end service delivery and proactive customer support
• Enhancing and implementing efficient service processes and models
• Communicating effectively with customers, teams, and stakeholders for issue resolution
• Leading cross-functional teams and organizing training for the service sector
• Selecting and implementing service management tools for effective operations and maintaining the backlog
• Introducing new approaches through trend observation and best practices in service management

What we're looking for

• Bachelor’s degree in business, engineering, IT, or a related field (Master's preferred)
• Several years of experience in product and service management, with a proven track record in customer service management and product lifecycle management
• Strong understanding of service delivery frameworks, tools (CRM, ITSM systems), and service management software
• Excellent project management, leadership, and organizational skills
• Ability to negotiate with internal and external stakeholders, and strong problem-solving skills
• Proficiency in service management tools and experience with developing SLAs and managing operational teams
• Strong customer service orientation and ability to translate customer and stakeholder needs into actionable service definitions and tools
• Fluency in German and English
• Sharp minds, good vibes
• We are the sharp-minded IT experts who tackle the trickiest software and security challenges. With more than 700 employees in our locations in Zurich (HQ), Bern, Lausanne, Budapest, Lisbon, Singapore, and Ho Chi Minh City, we make the digital business of our clients work
• As a great team, we empower each other to share, grow and succeed. The unique Adnovum spirit across locations stands for helping each other at any time, having an open door and contributing to an appreciating and trustful atmosphere. We always enjoy having a laugh, a coffee or a drink together!
• Apart from our unique «one Adnovum» spirit, we offer a solution-oriented engineering culture with flat hierarchies, which gives you the opportunity to contribute with your opinions and ideas. We embrace flexible working, like the possibility to work part-time and a hybrid work model. Your continuous education and development are key to us. Therefore, we actively encourage and support individual training opportunities

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