We are looking for a Customer Service Management Consultant to join our growing team in Brno, CZ. This is a unique opportunity to become part of a newly established practice within
Aeven and help shape its future from the ground up.
Do you have a passion for IT service management and working with complex supplier environments? In this role, you will support enterprise clients by taking ownership of service management activities and ensuring strong collaboration across their vendor landscape.
At Aeven, you will act as an extension of our customers, helping them maintain high-quality service delivery while navigating increasingly lean IT organisations. You will contribute to building a strategic offering that delivers real value to some of Denmark’s largest enterprises.
The Role
As a Customer Service Manager, your primary responsibility is to ensure that service delivery works in practice — across all suppliers in a customer environment. You operate within a defined service model and governance setup, and your job is to make the operational service function end-to-end across supplier boundaries.
You act on behalf of the customer in day-to-day service delivery: coordinating suppliers (including Aeven), ensuring accountability, and making sure agreed processes and service commitments are followed. This is a hands-on operational role, focused on execution rather than service design. The overall service scope, structure, and development are owned by the service Product Owner. Your responsibility is to bring this to life in real customer engagements — and make sure it works reliably.
You will typically run several customer engagements at the same time, and they will not all look the same. Some are relatively straightforward; others involve complex supplier landscapes and deeper operational involvement. That variation keeps the work interesting and creates real room to grow over time.
You will be based primarily in Brno, where a direct colleague — also a Customer Service Manager — is already in place, so you have an experienced peer from day one. We are open to candidates based at our Prague or Ostrava offices if that is the right fit. The team is operationally led by a Product Owner based in Denmark, who is responsible for the service practice and how you work across customer engagements. The whole team — including the Product Owner — shares the same people manager. You will also collaborate regularly with colleagues from across Aeven — technical specialists, account managers, and project teams — so there is always a wider network to draw on.
Key Responsibilities
- Manage several customer engagements simultaneously, each at the right level of depth and involvement
- Act as the primary service management contact on behalf of the customer — towards their IT suppliers and internal IT organisation
- Monitor and follow up on service delivery, SLA/KPI performance, and supplier obligations
- Manage escalations, incidents, and cross-supplier dependencies on the customer's behalf
- Facilitate regular service reviews and governance meetings with suppliers and customer stakeholders
- Provide customers with clear reporting and visibility into their supplier landscape
- Identify risks, gaps, and improvement opportunities — and drive action on them
- Ensure IT processes (Incident, Problem, Change, Service Request) are followed across all parties
- Collaborate with Aeven colleagues across functions to deliver the best outcome for customers
- Contribute to the development of Aeven's Customer Service Management practice and ways of working
What We're Looking For
- 5+ years of experience in IT service management, supplier management, or a similar role
- You have experience from both sides of the table — you understand what it means to deliver IT services as a supplier, and what it means to manage suppliers as a customer
- Solid understanding of ITIL processes and how they work in practice across multi-supplier environments
- Ability to manage SLAs, escalate effectively, and maintain accountability across organisational boundaries
- Strong stakeholder management skills — you are equally comfortable with a CIO and a supplier's operations lead
- Structured and proactive, with the ability to maintain overview across multiple engagements at once
- Excellent written and verbal communication skills in English; additional languages are a plus
- Experience with ITSM tools such as ServiceNow is an advantage
Who You Are
- You read new contexts quickly — you can walk into a customer engagement, understand what matters, and find your footing fast
- You are a natural trusted advisor — customers and suppliers alike know they can rely on you
- You take ownership without being asked and follow through without being chased
- You are comfortable working autonomously while staying connected and communicating proactively with your team
- You are comfortable being the person in the middle: representing the customer's interests while maintaining professional, productive relationships with suppliers
- You enjoy variety — moving between engagements of different complexity keeps you sharp, not stressed
- You are ready to grow. You see a lighter engagement today as a stepping stone to a more complex one tomorrow
Employee Benefits
- Up to 6 weeks of paid time off per year
- 5 sick days per year
- Flexible working hours
- Possibility to work from home
- Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
- Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
- Referral bonus (20,000 – 60,000 CZK)
- Free snacks on Mondays and monthly get-togethers
- Free fruits and vegetables every day
- Height-adjustable tables
- Co-working offices in Ostrava and Brno
- Czech language lessons
- Annual flu vaccination for free
