Service Manager ensuring timely and accurate service delivery in IT sector. Collaborating with clients and internal teams for effective service management and issue resolution.
About the role
- Roadmanager driving contact-center solutions development for innovative digital banking. Collaborating across teams and managing stakeholder engagement for successful project outcomes.
Responsibilities
- You are the driving force behind the development and implementation of the target vision for our innovative contact center solutions and you orchestrate collaboration with teams, road managers, the Tribe Lead and other stakeholders.
- Whether customer focus groups, committees or events — you are in the thick of it! PI planning sessions, demo days and tribe retrospectives are as much a part of your work as continuous exchange with all relevant units.
- You make progress visible: with your eye for the big picture you visualize cross-business-unit and cross-tribe delivery status, refine PI objectives and support capability monitoring.
- You identify risks early, tackle them proactively, find solutions to challenges and create clarity around dependencies and conflicts.
- You are the hub for target-vision–related activities and ensure smooth coordination with specialist sales as well as with other service and business units.
Requirements
- You hold a degree in (business) informatics/IT or business administration and have many years of relevant professional experience in the area of digital banking processes — or you possess an equivalent qualification and experience leading cross-functional (sub)projects.
- You have extensive experience and deep subject-matter knowledge of contact center solutions and the specific requirements of banks and telephone service providers regarding digital-personal channels such as phone, chat and video.
- You have business-fluent German (at least C1) and good English skills (at least B2).
- You are distinguished by strong abstract thinking skills, excellent conceptual abilities in both concrete and strategic topics, as well as creativity and an innovative drive.
- You convince with strong negotiation skills and a high affinity for new technologies, usability and design.
Benefits
- Flexible working: we operate a balanced hybrid mix of remote work and presence in modern office environments (Activity Based Working).
- Work–life balance: with our flexible working-time models such as part-time, the option to choose full-time between 30–40 hours and our lifetime working account (sabbatical and/or leave before retirement), you can find the right balance.
- Reconciling private life and career: we offer a family budget and provide support in special family situations, for example caring for relatives.
- Individual benefits: choose between bike leasing, IT hardware leasing, capital-forming benefits and/or an additional day off, as well as a company pension scheme and other options.
- Onboarding: we welcome you at our #enter welcome event; you will also receive structured onboarding with a buddy/mentor and regular feedback discussions with your People Lead.
- Health management – Health, Family and Life: our offerings support you, among others, through partnerships with Familiengenossenschaft and voiio. Enjoy diverse meals in our company restaurants and connect through our sports programs.
- Career model and training: in our development dialogues you discuss your professional, methodological and personal career goals and pursue them through our diverse training opportunities.
- Our corporate values: respectful, open and honest, responsible, supportive and results-oriented — guided by team spirit, a drive for innovation and intensive knowledge sharing.
- Future and job security: as a cooperative company with decades of experience, we are pioneers of digital transformation in banking and a systemically important employer.
- Kununu: we are a Top Company 2026 and proud of a Kununu score of 4.2 and a recommendation rate of ≥ 90%.
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