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

Job Summary

This role is for a strategic and operational leader to head the Customer Service Management department within one of Europe's largest banking IT service providers. The Head of Customer Service Management will be responsible for the disciplinary and technical leadership of the team, including coaching, goal setting, and personnel development. Key daily activities involve acting as the primary contact for client service provider control regarding all contracted infrastructure services and coordinating timely delivery of service level reports. The position requires taking ownership of customer service management for Managed Services and Service Center clients. Candidates must possess a strong background in IT and customer service, coupled with significant leadership experience, strategic thinking, and the ability to communicate effectively up to top management levels. This role is crucial for ensuring service level adherence, managing departmental resources and budget, and driving the strategic development and innovation of the department.