About this role
Become Senior Service Manager (m/f/d) at Retarus.
Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.
What we offer
- Mobile working and flexible working time
- Collaborative, diverse company culture and superior team spirit
- Flat hierarchies and great feedback culture
- Development opportunities & career perspective
- International business & cross-site collaboration
- Modern, dog-friendly offices with nice amenities
- Company-paid health insurance, public transportation, lunch vouchers and further benefits
What you'll do
- Act as the primary point of contact for selected national and international Service Management customers
- Own the end-to-end customer experience and ensure high-quality service delivery
- Serve as the central interface between customers, Service Management, and technical teams
- Represent customer interests in alignment with Retarus standards, culture, and SLAs
- Oversee the full technical customer lifecycle from onboarding through ongoing operations
- Monitor service performance, contractual targets, and KPIs
- Prepare service reports and lead service review meetings with customers and stakeholders
- Act as the key escalation point for critical incidents, issues, and customer concerns
- Coordinate internal and external communication during incidents and across the customer lifecycle
- Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
- Drive continuous improvement of processes, tools, and service quality
- Collaborate across departments and contribute to cross-functional initiatives
- Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas
What you'll need
- Completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
- At least 7 years of professional experience in Service Management, ideally in an IT environment
- Experience in functional or project-based leadership, with or without direct people responsibility
- Solid knowledge of IT service management and familiarity with frameworks such as ITIL or ISAE 3402
- Experience working with project management tools and structured service processes
- Formal training or demonstrated capability in leadership and people development
- Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are an advantage
- Strong analytical skills and a structured, organized approach to work
- Proactive, self-driven mindset with a positive attitude toward change
- Excellent communication and teamwork skills, with the ability to perform under pressure
- Entrepreneurial thinking, strong social skills, and sensitivity to international collaboration
- Fluent in English; German skills are a plus
What you can expect
At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, with constantly evolving needs and high expectations. You’ll be working with cutting-edge technology and great creative leeway to meet customers’ needs – and the projects you work on will be deployed globally. Working at Retarus, you will collaborate closely with convivial, culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.
Very important
Come as you are. Retarus is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
Apply via our online application portal – it’s easy and doesn’t take long. Our colleague Alissa Selman is happy to field any questions you may have: [email protected]
We’re looking forward to getting to know you!
Other facts
About Retarus GmbH
Digital transformation is changing processes and supply chains, products and companies, entire industries and markets. Retarus supports businesses, enabling adaptation to these changes. With cloud services for digital business communication that enable the efficient and secure exchange of information. For people, applications, and machines. This is how more efficient business processes are developed. Processes that work better, are more flexible, agile, and transparent.
Technological advances are changing day-to-day business. Everywhere. And faster than ever. Companies must act, adapt their processes, use innovation to enhance their capabilities. Communication plays a vital role. It has to be secure. Fast. Reliable. And above all, digital. And automated.
That’s exactly what has been driving Retarus since 1992. Founded on the idea of linking the LAN email system cc:Mail to the public CompuServe email network using the Retarus-developed software platform CIS:Link, Retarus is now one of the leading international providers of secure and high-performance communication for business-critical processes. Tailored to the needs of the upper middle market and international corporations. Providing cloud platforms that secure all relevant channels of business information exchange from a single source. From email and fax, to SMS and EDI. For all standards. For all industries. And ready today for what tomorrow’s business will demand. We are proud that the world’s most successful companies appreciate our contribution to their value creation relying on our services for their business communication.
Our vision is to be the global leader for enterprise-level cloud solutions, enabling business communication in a reliable, efficient, and compliant manner.
What you'll do
- Act as the primary point of contact for selected national and international Service Management customers, ensuring high-quality service delivery. Oversee the full technical customer lifecycle and monitor service performance, while driving continuous improvement of processes and service quality.
Ready to join Retarus GmbH?
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