IT Service & Customer Success Manager for Cloud Projects (m/f/x)

Schedule: full-or-part-time Employment: permanent Years of experience: 2-5 Your mission At SysEleven, you will find a well-coordinated team that takes hosting, cloud computing, and tech seriously, but does not take itself too seriously. For us, taking responsibility, being reliable, and solving complex challenges go hand in hand. You can expect diverse tasks with technical and organizational depth. You will have real creative freedom to shape our customer experiences and cloud services. Flat hierarchies, open communication, and quick decision-making processes offer you the ideal environment for taking initiative and growing personally. This is complemented by modern equipment and a flexible hybrid work model that combines remote and office work. If you want to make a real impact, you have come to the right place. Your tasks Managing and developing long-term customer relationships, covering everything from daily operations to strategic planning Proactively advising on cloud solutions, ways to optimize services, and architectural requirements Ensuring high service quality and monitoring Service Level Agreements (SLAs) to continuously improve customer service Coordinating changes, incidents, escalations, and projects centrally while working closely with our technical and sales teams Analyzing service and operational data to create strategic recommendations as well as preparing and presenting reports Handling contract management and leading commercial negotiations with a focus on building lasting customer loyalty Requirements Advanced experience in IT service management, project management, or a similar role with a strong focus on operational, strategic, and escalation management interactions with customers A solid technical understanding of modern cloud architectures and infrastructures such as AWS, Azure, GCP, or OpenStack Proven methodological skills, demonstrated by certifications in service or process management such as ITIL, PRINCE2, PMP, or IPMA Strong consulting skills, a structured approach to work, and a confident demeanor when resolving complex technical and organizational challenges Fluent German at a C1 level and solid English skills at a B2 level or higher, along with a mandatory residence in Germany What you can expect At SysEleven, you will join a close-knit team that takes hosting, cloud, and tech seriously, but never takes itself too seriously. For us, taking responsibility, being reliable, and solving complex challenges go hand in hand. You can look forward to a variety of tasks with technical and organizational depth. In this role, you will have real creative freedom to make an impact on our customers and cloud services. Flat hierarchies, open communication, and quick decision-making processes offer you the ideal environment to take initiative and grow personally. This is complemented by modern equipment and a flexible hybrid work model that combines remote and office work. If you want to make a real difference, you have come to the right place.