Service Manager

Hi there,

It’s an amazing time to join Digicode as we continue empowering as many innovators as possible to change the world. We deliver outstanding technology consulting, R&D, design, and software development services in the USA, UK, and EU markets. This is where you come in!

We are looking for Service Manager to join our team.

The Service Management is responsible for managing user roles and access rights, supporting service rollout activities, ensuring IT compliance, and providing detailed reporting and backlog management. This role works closely with cross-functional teams to ensure seamless service delivery and operational support.

Requirements:

• Experience with user access and role management tools, preferably Alice or similar platforms.
• Strong understanding of IT service management processes, including ServiceNow platform.
• Knowledge of IT security standards, data protection laws, and compliance requirements.
• Proven experience in rollout planning, execution, and training coordination.
• Excellent reporting skills with the ability to generate detailed KPIs and management reports.
• Ability to manage multiple priorities and adapt in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Effective communication skills for cross-functional collaboration and stakeholder management.

• Fluency in English is a must, fluency in German preferred

   

Responsibilities:

• Manage roles and rights via Alice, including role creation, rights/entitlements designation, custom scope creation, and reporting (excluding user management).
• Support ServiceNow access for 1st and 2nd level support teams.
• Review and optimize current Role & Rights Management (ROS) processes, including reports, dashboards, and templates, providing recommendations for global adaptation.
• Assist in rollout planning and timeline management, including cluster-based execution.
• Coordinate training efforts using a train-the-trainer approach during transitions (e.g., Papirfly to MBC).
• Prepare and ensure readiness of ISA/SLA documentation and service agreements for markets.
• Ensure IT and data protection compliance during rollouts by evaluating existing processes and maintaining regulatory adherence.
• Perform regular IT security support tasks, including EPA, SCAS, and managing compliance documentation such as FOSS or DPoB.
• Prepare, review, and support management reporting, including KPIs from ServiceNow, adoption rates, and system availability.

• Manage backlog by tracking and prioritizing tasks and issues, ensuring transparency and efficiency in issue resolution.

   

What To Expect From Digicode?

🌎 Work from Anywhere: From an office, home, or travel continuously if that’s your thing. Everything we do is online. You’re all set as long as you’re in the same time zone as your project colleagues.

💼 Professional Development: We offer great career development opportunities in a growing company, international work environment, paid language classes, conference and education budget, & internal 42 Community training.

󰩔 Work-life Balance: We provide employees with 18+ paid vacation days and paid sick leave, a flexible schedule, medical insurance for employees and their children, monthly budget for things like a gym or pool membership.

🙌 Culture of Openness: We’re committed to fostering a community where everyone feels welcome, seen, and heard, with minimal bureaucracy, and flat organization structure.

And, also, corporate gifts, corporate celebrations, free food & snacks, and play & relax rooms for those who visit the office.

Our culture is unique, and we live by our beliefs and core values.

Did we catch your attention? We’d love to hear from you.

*By submitting your resume, you automatically agree to the storage and processing of your personal data in accordance with the current legislation of Ukraine. We guarantee confidentiality at all stages of cooperation