Service Manager


Accesa IT Systems SRL

Cluj-Napoca, Romania
Full Time
2y ago

Company Description

Part of the Ratiodata Group, Accesa is a leading technology company headquartered in Cluj-Napoca, with offices in Zurich, Oradea and Munich. Over the past 16 years, the company has been establishing itself as an employer of choice for IT professionals who are passionate about problem-solving through technology and want to have a measurable impact through their work.

A trusted partner for major brands in Retail, Consumer Goods, Manufacturing, and Automotive, Accesa helps businesses embrace flexibility, adaptability and evolution within their digital journey, through a large spectrum of tailored IT services, leveraging mainstream, niche, as well as legacy technologies. With more than 700 IT professionals in its 20+ competence areas, Accesa is building a distinctive people-first culture that enables their people to thrive, their clients’ business to evolve and end users to succeed.

About the project

We are working in an ITIL based model in a large range of client industries, providing multiple services across different Business Lines. Through this project you will gain experience in working in a flexible, multi-cultural and agile environment, as well as develop technical and interpersonal skills.

Your team

Our team was founded 4 years ago and is currently consisting of 5 ITIL certified Service Managers, working closely together in supporting our multiple client's long-term mission. We are a flexible, open-minded, friendly, supportive, result driven team, looking forward to sharing our knowledge and experience.

Job Description

Your role

We're looking for a Service Manager who can define, improve, communicate and implement service management processes, based on ITIL best practices.
At the moment, our client portfolio requires an English and German speaker, in order to enhance the reliability and value of our current services and processes.
As a Service Manager, you'll have the opportunity to facilitate the alignment of services with the client business processes and requirements, as well as their continual improvement through outreach with stakeholders and customers.

Main activities:

  • Create and maintain relations with the customers, as well as act as a liaison between teams and customers/stakeholders
  • Define Service Level Agreements, RACI, Communication and Escalation Matrix
  • Implement, define, communicate and improve Service Management processes (such as: Service Request, Incident, Problem & Change Management), as well as offer support and guidance to our delivery teams and customers/stakeholders.
  • Oversee and create monthly reporting activities for different projects/clients, as well as coordinate regular Service Review Meetings

Real impact one step at a time 

You will have the opportunity to discover our client's work culture, as well as establish a relation with our main stakeholders and add value to their services. Also, through knowledge sharing you will contribute to the team's growth and to the development of Accesa's service portfolio.

Professional opportunities

You will have the opportunity to develop your technical and soft skills, due to our project's diversity, learning new ITIL processes, as well as becoming the main liaison between our delivery teams and client.

Community insights

Accesa's community is structured in 20+ Competence Areas, both technological and best practices related, aiming to improve our way of working and have a clearer vision of the tools, principles and technologies we're working with.

You will have the opportunity to be an active "member of the community" inside and outside the organization. You will also be an enabler for knowledge sharing inside and between communities, in order to keep the community up to date with the technology evolution and innovation.


Must have:

  • Excellent English and German skills, both in writing and speaking
  • Basic ITIL awareness and operational knowledge
  • Assertive communication skills
  • Demonstrated focus on customer service, user experience and delivery of organizational priorities
  • Negotiation and time management skills
  • Ability to efficiently collaborate with multiple teams and stakeholders
  • Outside the box and strategic thinker
  • Organized, pressure resilient, open to change

Willing to develop:

  • Pre-sales knowledge
  • ITIL training and/or certification
  • Leadership skills
  • Experience in implementing one or more Service Management processes

Additional Information

At Accesa you can

Join self-managed communities of IT experts that co-design their own learning programs. Be part of a cell-based organization where we favor agility over rigid processes and freedom over control. 

Enjoy a holistic benefits program which empowers your: 

  • Work-Life Balance: home office, flexible schedule, parenting workshops, vacation package 
  • Physical Well-being: in-house fitness instructor, themed workshops, nutrition counseling, private medical insurance 
  • Social Well-being: hobby clubs to support your passions, improve workshops, team building activities, social events 
  • Emotional Well-being: in-house certified coach, focus and mindfulness apps, emotional intelligence (EQ) workshops, CPI personality assessments
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Onkar By: Onkar