Head of Customer Service Management | Abteilungsleitung Kundenservicemanagement (m/w/d)

Job Summary

This senior leadership role involves taking full managerial and disciplinary responsibility for the Customer Service Management department within a major banking IT service provider in Europe. The Head of Customer Service Management will oversee day-to-day operations, including staff management, coaching, target setting, and personnel development. Key responsibilities include representing the department internally and externally, acting as the main point of contact for customer service control regarding contracted infrastructure services, and coordinating timely delivery of Service Level Reports. Furthermore, the role requires responsible execution of resource and budget planning, providing consultation to the Division Head, and driving the strategic development and innovation capability of the department. The ideal candidate must possess a strong IT or business background, extensive service management experience, and proven leadership skills, coupled with high customer orientation and resilience.