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The Services Programme Manager (PgM) is a hybrid Cologne-based role that owns a strategic portfolio of client-facing and internal programmes and acts as the senior representative on strategic accounts, aiming to be a trusted advisor to the client. They manage plans, dependencies, risks, budgets, and stakeholders across multi-workstream engagements using PM methodologies and ITIL practices, ensuring client requirements are understood and delivered while addressing technical concerns. The PgM ensures profitability through governance, reporting, and continual improvement, and oversees the planning and execution of technology operational changes, maintenance, and incident management to meet contractual needs. They serve as the internal client to Services Delivery Teams and collaborate with Business Development, Commercial Operations, Finance, and Account Management to drive continuous improvement and an exceptional customer experience, potentially supervising other service PMs and coaching junior staff. Key responsibilities include defining programme strategy and artifacts (plans, risk/change logs, EV, SLAs), managing financials (budgets, forecasting, KPIs, invoicing, pricing, revenue risk), leading change control and process improvements, and providing pre-sales support and advocacy for clients.

Zendesk is hiring a Service Management Solutions Specialist to champion its Service Management business across IT, HR, Facilities, Finance, Legal, and Procurement in a hybrid role combining technical depth with sales ownership. You will own both the deal and the technical depth—from discovery and architecture to demonstrations and closing—carrying real pipeline responsibility and ensuring the solution meets customer needs. Responsibilities include strategizing sales opportunities with core teams, leading technical discovery, architecting end-to-end Service Management solutions (workflows, catalogs, SLAs, knowledge, and AI-driven resolution), delivering tailored demos, handling objections, and coaching regional sellers while feeding product feedback. Requirements include hands-on enterprise Service Management experience beyond IT, proven B2B SaaS sales success, strong technical credibility with integrations and data models, strategic communication, and experience navigating complex multi-stakeholder deals; preferred items include ITIL knowledge, platform experience (e.g., ServiceNow, Freshservice, Jira Service Management), AI/Automation familiarity, cross-functional service depth, and a BA/BS degree. The role supports Zendesk’s mission to empower customer experiences, endorses a hybrid and inclusive culture, and emphasizes equal opportunity with accommodations and AI-screening disclosures as appropriate.