Service Manager 80-100% (m/f/d)

Netrics AG

Biel

Key information

Publication date:28 January 2026
Workload:80 – 100%
Contract type:Permanent position
Place of work:Biel

Job summary

Join us at Netrics, where customer satisfaction is key! Enjoy a dynamic work environment with growth opportunities.

Tasks

Manage IT service operations and serve as the main contact for clients.
Ensure adherence to SLAs, maintain quality standards, and drive improvements.
Develop client relationships and support sales initiatives for service enhancement.

Skills

You have an IT background and solid IT Service Management experience.
Strong customer orientation and ability to translate technical concepts.
Effective communication skills in German and English, with negotiation ability.

Is this helpful?

Are you the pivotal point when it comes to the satisfaction of our customers? Do you enjoy acting as the link between customer, technology, and sales, ensuring that our services not only run smoothly but also inspire? Would you like to take responsibility for service quality, profitability, and the further development of customer relationships? If you enjoy managing complex IT services and advising customers on an equal footing, then we should get to know each other!

This is what your job looks like

Service Responsibility: You operationally and technically manage the services for your defined customers and are their first point of contact for all service-related questions.
Quality Assurance: You monitor compliance with SLAs and quality standards, initiate improvements, and ensure stable operational performance.
Customer Development: You actively maintain customer relationships, identify optimization potentials, and support sales in further developing services (upselling/cross-selling).
Escalation Management: In case of disruptions or escalations, you take over coordination and communication to achieve quick solutions.
Reporting & Finance: You create and discuss service reports, control billing, and keep an eye on the profitability of your accounts.
Interface Function: You work closely with Service Delivery, Operations, and Sales to ensure seamless service delivery.

What you should bring

Education & Experience: You have completed IT training or studies and bring solid experience in IT Service Management (ITIL v4).
Technical Understanding: You understand IT operating models (Cloud, Hybrid, On-Prem), relationships between infrastructure components, and their impact on business services.
Service Mindset: You think and act completely customer-oriented, have a high quality awareness, and know how to translate technical topics into the customer's language.
Communication: You communicate confidently in German and English (French is an advantage), can negotiate, and remain calm even in difficult situations and escalations.
Personality: You work in a structured way, like to take responsibility (ownership), and have an entrepreneurial mindset.

What makes your dream job

You are part of the Netrics family, a young, motivated team in a highly energetic environment.
You enjoy being on the fast track and helping to set the course.
Flexible and modern working conditions give you a lot of freedom and opportunities for design.
Our growth strategy offers you numerous personal development opportunities.
Trust and appreciation form the basis of our collaboration.
You benefit from some cool perks such as free snacks & drinks, a mobile phone allowance, and co-financing of your public transport subscription or your parking space.