About Famedly

Your Role

Responsibilities: Focus on ITSM & Operations

• End-to-End Service Delivery: You are responsible for planning, controlling and the stable operation of our solutions at key accounts. You are the anchor for service stability and performance.
• SLA & Performance Management: You monitor compliance with agreed Service Level Agreements (SLAs) and KPIs. You prepare technical service reports and conduct regular service review meetings at IT management level.
• Incident & Problem Management: In critical operational disruptions you act as an escalation point. You coordinate communication between customer IT teams and our internal technical departments until final problem resolution.
• Service Transition & Change Management: You accompany the transition of new features from project to regular operation. You assess technical requirements for operational feasibility and manage change processes in a structured manner.
• Technical Account Governance: You proactively advise customers to optimize their live-operation workflows and identify potentials for technical extensions that increase operational value and enable additional business with our existing customers.
• Lifecycle & Roadmap: You reflect operational challenges and customer needs directly back to product development to ensure the future viability of our solutions.

What You Bring

• Experience in ITSM: At least 5 years of professional experience in IT Service Management, as a Service Delivery Manager or in Technical Account Management (SaaS/IT infrastructure).
• Method Competence: Confident in applying IT service management methods (e.g. ITIL framework).
• Operational Backbone: Experience owning IT services for major customers and remaining calm during critical escalations.
• Technical Understanding: Strong affinity for software architectures (APIs, cloud infrastructure, on-premise) and the ability to communicate complex operational matters precisely.
• Communication at Eye Level: Confident when interacting with decision-makers, project managers and technicians; familiarity with regulated industries (e.g. healthcare, KRITIS).
• Languages: Business fluent German and very good English are essential.

Why Famedly?

• Impact & Ownership: You carry real responsibility for the stability of digital processes in hospitals and practices.
• Remote-First & Flexibility: We trust you. Work where you are most productive.
• Attractive Package: Permanent contract, competitive compensation, a training budget for certifications (e.g. ITIL Expert) and state-of-the-art equipment.
• Wellbeing: Monthly budget for fitness/wellness and 28 days of vacation.
• Culture: A highly professional, international team with flat hierarchies and genuine camaraderie.