IT Support Manager (Functional)

About T-Systems:

With around 28,000 employees worldwide and annual revenues of EUR 4.0 billion (2021), T-Systems is one of the leading providers of digital services. The Deutsche Telekom subsidiary is headquartered in Germany and has a presence in Europe as well as in selected core markets and strategic production locations. T-Systems can provide a global production and supply chain to companies operating worldwide.

T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries and the public sector. Focus industries include automotive, manufacturing, logistics and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors.

About the role:

As an IT Support Manager (Functional), you will take ownership of end-to-end support operations, coordinating internal teams, offshore resources, partners, and customers to ensure incidents and service requests are effectively managed through to resolution. A key part of the role is supportinglarge-scale ERP and CRM applications, understanding business processes and translating functional issues into practical solutions .This highly cross-functional and customer-facing role requires strong IT service management expertise, functional application knowledge, and a proactive approach to delivering high-quality services, meeting SLAs, and driving customer satisfaction.

Key Responsibilities:

• Own and manage end-to-end IT/OT support services across Service Desk, Workspace, Infrastructure, Network, IPTV, Digital Signage and Applications.
• Drive ITIL processes including Incident, Problem, Event and Asset Management.
• Coordinate internal teams, onshore and offshore resources, and external partners to ensure tickets and service requests are resolved within agreed SLAs.
• Act as a key escalation point, troubleshooting issues and ensuring clear communication with customers throughout the resolution process.
• Lead service transition and onboarding activities for new services into managed operations.
• Manage hardware and software assets, including licenses, certificates, renewals and technology refreshes.
• Work closely with Operations and Account Leadership to deliver effective support models in line with contractual commitments.
• Monitor service performance and prepare regular reports and presentations for customers.
• Drive continuous service improvement and identify opportunities to enhance customer experience.

Qualifications:

• At least 5 years of relevant experience in IT application support, IT service management or service delivery.
• Experience supporting or implementing large major enterprise platforms such as SAP, Salesforce, Oracle or similar ERP/CRM systems.
• Strong knowledge with ITIL processes and end-to-end ticket management.
• Solid understanding of enterprise application functionality, business processes and application troubleshooting.
• Strong functional experience in application support and implementation; an IT consulting background will be highly advantageous.
• Familiarity with ITSM tools such as ServiceNow and ManageEngine.
• Good understanding of asset management, including hardware, software licenses and lifecycle management.
• Comfortable participating in technical discussions with a solid understanding of IT infrastructure, networks and applications.
• Strong stakeholder management and customer-facing skills, with the ability to translate technical issues into clear and practical solutions.
• A proactive problem solver who is not afraid to take ownership and drive issues through to closure.