IT Service Manager (w/m/d) – Managed Services & Web Academy

Role overview Shape a portfolio of managed services for legal software customers while developing a web-based learning hub. The work combines product management, customer and commercial analysis, and clear knowledge sharing for both customers and internal teams. The role is remote within Germany, with approximately one on-site visit per month in Karlsruhe.

Responsibilities - Develop and manage managed service offerings, including their scope, pricing, sizing, and market positioning. - Assess customer needs and evaluate the technical and commercial feasibility of proposed services. - Work with Sales, Customer Success, and Marketing on customer advice, product positioning, and go-to-market activities. - Use customer feedback, market needs, and usage trends to prioritize requirements and improve the portfolio. - Advise customers on managed services, hosting, and cloud-based solutions. - Maintain the Web Academy and coordinate accurate, timely updates to learning and product content.

Requirements - IT vocational training or a degree in computer science, business informatics, or a related subject. - Initial experience in product management, product ownership, customer success, consulting, or a similar software or SaaS role. - Interest in SaaS, cloud, hosting, or managed services, with the ability to balance technical, commercial, and customer needs. - Analytical approach and interest in pricing, business models, service development, and data-informed decisions. - Strong technology aptitude and openness to AI-enabled software and digital tools. - Excellent German and good written and spoken English.

Nice to have - Experience with external service providers, technology partners, or hosting vendors. - Background in legal technology, customer enablement, training, e-learning, or learning and development. - Experience creating or maintaining knowledge and training content.

Benefits and work setup Remote work within Germany, with a monthly visit to Karlsruhe. Benefits include a learning and development budget, flexible work options, EU workation of up to 30 days per year, mobility support, English courses, and employee events.