Senior Project Manager Business Services (m/f/d)

You take on the technical responsibility for our outsourced business service and actively contribute to its further development. Together with internal departments and external service partners, make sure that business customers are reliably, efficiently and customer-oriented. In doing so, you create transparency about the actual service quality, drive sustainable improvements and develop the service for the further growth of our B2B business in a sustainable manner.

You control and develop our external service partners on the basis of relevant performance indicators, quality assessments and customer feedback, and You derive effective improvement measures. You analyze recurring customer concerns, fault images and process weaknesses, optimize processes together with internal interfaces and ensure a sustainable improvement of service performance. You design standards, knowledge content and quality requirements for business customer support and ensure their effective implementation with the partners. You coordinate complex or escalated business customers across areas and provide clear responsibilities and resilient solutions. You drive forward the further development of the business service in the course of the planned B2B growth and translate new requirements into implementable measures for processes, partners and systems. You create transparency about performance, customer problems and needs for action and lead decisions even without disciplinary power of instruction.

You have several years of experience in customer service, service operations or outsourcing management as well as in the control of external service partners, ideally within the telecommunications industry. You have proven to have improved service quality, customer satisfaction, solution rates or operational key figures in large organisations. You analyze performance data securely, identify causes behind problems and derive pragmatic and effective measures. You bring experience in the further development of service processes, quality measures and knowledge management. You convince by customer orientation, commitment and the ability to achieve cross-border impact even without disciplinary leadership. Ideally, you have experience in the B2B service environment as well as in the telecommunications industry or comparable complex service organisations.

Attractive salary Strong community of team players Confidential working time with flexible classification and the possibility of working up to 40% mobile Numerous training options on and offline Discounts on 1&1 products and for various leisure offers EGYM-Wellpass Jobrad grant In-house restaurant Free drinks and fresh fruit