Head of Group IT Support & Service Excellence (all genders)

Head of Group IT Support & Service Excellence (all genders)

Job Introduction

Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience.

We empower our global colleagues with reliable, secure, and high-performance IT services. By standardising our processes and fostering strong partnerships with the business, we translate complex demands into tailored, efficient solutions for seamless global operations.

Key Tasks

• Governance & IT Strategy: You take the lead in managing the global Group IT User Support (1st & 2nd-Level, OnSite-Support). 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.

Key Qualifications

• Proven Experience: You hold a university degree in Business Administration, Business Informatics, or IT, and look back on a successful track record of shaping and leading IT support organisations in an international environment, where you significantly contribute to enhancing service quality.
• 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.

Benefits

Working at Frequentis means making the world a safer place every day, long-term career opportunities and numerous benefits. These include a working time model based on trust, the option to work from home or remotely, a choice of IT equipment, a public transport ticket for the Vienna core zone or a reserved parking space, an allowance for meals in the office and reimbursement of expenses for working from home, the option to take a sabbatical, a comprehensive onboarding program and numerous programs for professional and personal development.

Salary

The remuneration for this position consists of the collective agreement minimum salary of EUR 90,000 gross per year based on a 38.5 hour week plus an overpayment in line with the market depending on professional qualifications and experience.

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