Director Customer Support - Cloud (m/f/d)

We are an innovative technology leader in the global software protection and licensing market. Founded in 1989, the company aims to provide the highest level of protection, licensing and security for digital assets and intellectual property in an increasingly networked world. Our solutions are used worldwide by software manufacturers and manufacturers of intelligent devices that distribute their applications for PCs, mobile devices, embedded systems, controls and microcontrollers. We now employ around 130 colleagues worldwide. You take over the leadership of the Support & Wibu Operating Services (WOPS) department together with your team management (disciplinary and professional) and develop structures, people and responsibilities strategically You ensure service excellence by ensuring a sustainably high customer satisfaction, continuously developing our technical software support and customer complaints professionally and solution-oriented You are responsible for the operation of our hosting services in the data center (WOPS) and ensure compliance with contractually secured Service Level Agreements (SLAs) You design interfaces by taking customer requirements, prioritizing them in a structured manner and tuning you closely with product management and technology You control partners:inside, by managing the supplier management for data center and external service providers – economically, qualitatively and strategically You keep thinking processes by analyzing key figures, taking effective measures and continuously optimizing processes, project structures and processes in terms of quality, efficiency and scalability

You have a completed degree in the field of computer science or a comparable subject as well as several years of experience in technical support – ideally in the software industry in the B2B environment or in manufacturers of software-based electronic products You have multi-year leadership experience with the ability to strategically align teams, develop them and sustainably empower employees You have profound knowledge of ITIL and ideally experience with ISO 9001 and ISO 27001 – combined with a clear understanding of quality and process You have technical expertise in the operation of data centers and/or public cloud hosting; Experiences with Docker and Kubernetes are advantageous. We anticipate security in handling standard applications, database management systems and operating systems You have demonstrable experience in structured project management, process design and sustainable optimisation of operational processes – analytically, systematically and with a view to quality, cost and time You ideally have knowledge in contract law (BGB) and in the field of GDPR, coupled with sovereign, value-adding communication in German (C1) and English (B2), as well as the willingness to take responsibility and actively develop a central business area

In addition to your attractive salary, you will receive an annual turnout. Design your relaxation flexibly with up to 33 holiday days per year. Benefit from flexible working time models and the ability to work on a regular basis. We support your development through targeted internal and external training offers. Use our mobility offers such as the Germany ticket, JobRad or charge your e-vehicle free of charge in our underground garage. Work in our modern office in Karlsruher City Park with very good access and parking facilities. Experience an open du-culture with short communication paths to the board. Celebrate joint success with us at regular events such as summer festivals or release parties. .