{"id":4072700,"url":"https://alion.io/job/a1-group-senior-process-service-manager-wmd","title":"Senior Process Service Manager (w/m/d)","company":{"id":54726,"name":"A1 Group","domain":"a1.com","url":"https://alion.io/company/a1-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vienna, Austria"],"countries":["AT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":null,"currency":"EUR","period":"year","gross":null,"usd_annual":83643},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-11-11T14:09:22Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-13T07:43:25Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Du möchtest Service nicht nur im Einzelfall verbessern, sondern die Ursachen bereichsübergreifender, wiederkehrender Probleme nachhaltig beseitigen? Im Bereich Process Excellence gestaltest du die gesamte End-to-End Service Journey über Teams, Prozesse und Systeme hinweg - gemeinsam mit Service, Delivery, Operations, IT und weiteren Partnern. Du steuerst den Prozess, machst Kundenwirkung und Service Performance sichtbar und treibst strukturelle Verbesserungen voran\nService Excellence | B2B | Customer Experience I Continius Improvement | Root Cause Analysis | KPI & Performance Management\nWas die Position bewirkt?\nDu verantwortest eigenständig die Weiterentwicklung der End-to-End Service-to-Resolution Journey, damit Kundenanliegen vom ersten Kontakt bis zur nachhaltigen Lösung wirksam und möglichst reibungslos bearbeitet werden.\nDu erkennst wiederkehrende Fehler, Prozesslücken und unnötige Übergaben, analysierst ihre Ursachen und machst daraus nachhaltige, bereichsübergreifende Verbesserungen statt kurzfristiger Einzelfalllösungen.\nDu schaffst mit aussagekräftigen KPIs, Daten- und Root-Cause-Analysen Transparenz über tatsächliche Servicequalität, Kundenwirkung und E2E Performance - über isolierte Bereichsziele hinaus.\nDu stärkst Service Governance, klare Ownership, Schnittstellen und Entscheidungswege und bringst unterschiedliche Stakeholder für wirksame Verbesserungsmaßnahmen zusammen.\nDu reduzierst Customer Effort, Wiederholungskontakte und ungelöste Anliegen, indem du kundenorientierte Servicestandards förderst und den sinnvollen Einsatz von Tools, Automatisierung und Self-Service unterstützt.\nWas du mitbringst:\nMindestens 5 Jahre operative Erfahrung in Serviceorganisationen, idealerweise im B2B- oder Enterprise-Umfeld, sowie ein sehr gutes Verständnis für komplexe kundenorientierte Serviceabläufe\nSehr gute Kenntnisse in ITIL, Prozessmanagement und Continuous Improvement sowie Erfahrung in Root-Cause-Analysen und struktureller Problemlösung\nGute Kenntnisse von Service-Tools und -Ökosystemen - etwa CRM, ITSM/Ticketing, Monitoring, Knowledge Management, Self-Service und Reporting - sowie die Fähigkeit, deren Zusammenspiel zu beurteilen\nKonsequent ausgeprägtes End-to-End-Denken aus Kundensicht sowie die Fähigkeit, KPIs und Daten kritisch zu hinterfragen und daraus verständliche Handlungsempfehlungen abzuleiten\nExzellente Kommunikations- und Moderationsskills auf operativer, technischer und (Senior-) Managementebene, sowie souveräne Begleitung verschiedenster Stakeholder hin zu gemeinsamen Veränderungen.\nDeutschkenntnisse (mind. C1) sowie Englischkenntnisse (mind. B2)\nBenefits & More\nFlexible Arbeitszeitmodelle (Homeoffice, Remote, Gleitzeit, Sabbatical)\n26 Urlaubstage plus frei am 24. und 31. Dezember\nKantine, Essensbons\nGratis A1 Internet und Rabatte für Familie & Freunde\nDiensthandy zur Privatnutzung\nWeiterbildungsangebote, Development Programme, interner Jobmarkt\nGesundheits- und Mental-Health-Angebote\nFür diese Position bieten wir ein Jahresbruttogehalt ab 75.000 EUR (All-In, inklusive variablen Anteil).","description_format":"text","description_chars":3061,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Austria","iso":"AT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Mobile Networks","Broadband","Managed Network Services"],"lifecycle":[{"event":"open","at":"2026-11-11T14:09:22Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:13","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":83643,"is_top_pay":false},"html_url":"https://alion.io/job/a1-group-senior-process-service-manager-wmd","json_url":"https://alion.io/job/a1-group-senior-process-service-manager-wmd.json","meta":{"generated_at":"2026-11-13T19:36:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":39117,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54726},"rest":"https://alion.io/mcp/rest/get_company?id=54726"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fa1-group-senior-process-service-manager-wmd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fa1-group-senior-process-service-manager-wmd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fa1-group-senior-process-service-manager-wmd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/a1-group-senior-process-service-manager-wmd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fa1-group-senior-process-service-manager-wmd"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4072700}},{"tool":"search_jobs","arguments":{"company":"a1.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4072700},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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