Head of Group IT Support and Service Excellence

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• Governance & IT Strategy: You take the lead in managing the global Group IT User Support (1st & 2nd-Level, OnSite-Support) as part of a corporate IT environment. As an integral member of the IT management team, you actively shape and drive the development of the group-wide IT strategy.
• Empowerment & Functional Leadership: You hold disciplinary responsibility for the team at the Frequentis AG headquarters and act as the Functional Lead for our international support colleagues (defining targets and processes, as well as playing a key role in talent acquisition).
• Partner & SLA Management: You proactively manage our external 24h 1st-Level-service providers, monitor SLA compliance, and ensure the highest standards of service quality.
• Process Optimisation: You establish modern IT support standards, continuously optimise ticketing processes, and define robust KPIs to ensure and enhance quality.
• Stakeholder Management: In close collaboration with business departments and senior management, you design a future-oriented, efficient, and user-centric support organisation.

• Proven Experience: You bring at least 4 years of relevant leadership experience in managing user support organisations as part of a corporate IT environment on an international scale, backed by a proven track record of sustainably enhancing service quality (a degree in IT, Business Administration, or a related field is a welcome plus).
• Management Expertise: You possess profound knowledge of IT Service Management (ITIL certification is a plus) and have demonstrated experience in managing external service providers and complex SLAs.
• Methodological Competence: You are proficient in modern ITSM tools, ticketing systems, and standard reporting KPIs for process optimisation, as well as familiar with internal billing models (chargeback/showback).
• Intercultural Leadership & Mentoring Skills: You possess excellent moderation and interpersonal skills to act as a Functional Lead for international teams and to successfully manage cross-functional interfaces.
• Service-Oriented Design Mindset: With a structured, user-focused mindset, you are passionate about enhancing IT services and dedicated to driving meaningful business value through long-term, sustainable improvements.
• Languages & Travel: Given our global presence, you are a fluent communicator in both German and English. You are open to occasional travel (approx. 10%) to our international locations, seeing it as a valuable opportunity to strengthen global collaboration in person.

Barbara Heinzel

Talent Acquisition & Employer Branding | +431811502201 | Social media contact