Head of ITSC Incident Management (m/f/d)

As one of the largest banking IT service providers and digitization partners in Europe, we are the driver of digitalization within the Sparkassen financial group. With more than 5,000 employees: within 3 locations we make digital banking of today efficient and develop smart financial services of tomorrow. We offer you a wide range of tasks in which you can provide your individual strength. Whether app development, network technologies and server operation or consulting, training and support – you will find your appeal with us! As a specialist:in or as a generalist:in. Everything with best career opportunities, lots of space for personal development and numerous benefits.

For the ITSC Incident Management organization unit, we are looking for the next possible appointment for the Hanover, Münster or Frankfurt am Main site ITSC-Incidentmanagement (m/w/d).

Our area is responsible for the holistic ticket management for our customers. We provide contractual processing of incidents, manage commissioned service providers and drive forward active escalation and proactive improvement management. We represent the department within financial computer science as well as towards customers and partners, develop new technical services. In short, We ensure smooth operation, continuously improve processes and actively shape the future of technical customer service.

Control and further development of incident management for customers including contractual processing, service management and active escalation management Proactive identification and implementation of improvement measures in incident, problem and service processes to improve service quality Accompanying customers in the transformation from the classic service center as well as bundling corresponding activities within the department Building and implementing new technical customer service services and their integration into existing service processes Perception of management and leadership tasks as part of the professional and disciplined leadership of the department (employeee talks, target agreement and target controlling, coaching, personnel development, employee deployment planning, motivation and self-responsibility) Responsibility for task, resource and budget planning as well as for the analysis and elimination of causes in the deviation of agreed service levels Strategic development of its own department and the area in connection with innovation capability

Complete business or IT-related studies and multi-year leadership experience Relevant professional experience in the IT environment, ideally multi-year professional experience in dealing with customers and in service and incident management High sense of responsibility and entrepreneurial thinking, address-oriented communication to top management sovereign appearance in challenging situations Embossed customer and service orientation, readiness to use, and communication skills Self-employed, solution-oriented and analytical work High self-initiative, commitment and innovation capability, and resilience and flexibility

In addition to flexible working hours, discounted job tickets or the possibility to work on mobile, we offer you a lot more: Pension provision Accessibility Industrial sports Family service Company events Flexible working hours Mobile work Job ticket Canteen Contract Education Fitness promotion We offer you an attractive remuneration based on your qualification as well as your relevant, practical experience. .