Our customers dedicated Software Development team develops, maintains and implements innovative customer solutions for the digital bank of tomorrow. We are looking for a candidate that loves to support customers to achieve their targets.
Main tasks:
- Establishing and maintaining a constructive relationship between the service provider and the customer
- Managing customer complaints including their recording, management, escalation (where necessary) and resolution
- Ensuring for the fastest possible restoration of IT services in the event of a class 1 outage
- Acting as the first level of escalation for incidents if they cannot be resolved within the agreed service levels.
- Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted
Additional Responsibilities:
- Providing documentation for and participating in the service performance reviews with the customer
- Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
- Measuring, recording, analyzing and improving customer satisfaction
- Ensuring that all changes are assessed for their impact on service levels
Qualifications:
- Bachelor’s degree (or equivalent) in Computer Sciences or related field
- Minimum +5 years‘ experience working in similar mandates and with agile project management methodologies (SCRUM / SAFe)
- ITIL certification or experience in IT Operations
- A high degree of independence, solution orientation and diplomatic assertiveness as well as a pronounced willingness to provide service
- Good internal and external communication skills (C-level experience) • Good stakeholder management and negotiation skills
- Good problem-solving skills and an analytic mindset
- Ability to demonstrate initiative, drive, and enthusiasm
- Fluent in English (spoken and written), German is a plus -> for APAC / NE / MME
- Fluent in German and English (spoken and written), French is a plus -> for DACH