Chapter Head Service & Business Partner Management (m/f/d)

Abteilung: IT Strategy & Governance      Gehaltsgruppe: G5/AT/QJW2

Ihre Aufgaben

• Lead and develop Service Teams within business and technical areas, as well as Business Relationship teams in IT & Digital with a clear focus on managing the interface between central IT & Digital and the local IT organisations of international PHOENIX markets.
• Define and implement a strategic service management framework to ensure high-quality, cost-optimized IT services aligned with business needs and establish a coherent service governance model across all IT & Digital Domains.
• Act as the primary liaison between IT and business stakeholders, ensuring effective demand management and prioritization of initiatives by managing the relationship with country IT organizations and occasionally business functions, ensuring alignment of needs, expectations, and priorities.
• Oversee service delivery performance, including SLA/OLA management, KPI monitoring, and continuous improvement of service quality and efficiency across all central IT & Digital Domains, ensuring transparency and consistency for the international markets.
• Drive vendor and third-party coordination to secure cost-effective and quality-optimized solutions for infrastructure and business services.
• Ensure transparent reporting on service performance, demand pipeline, and cost optimization measures to senior IT management.
• Support strategic planning by analysing market trends and business requirements to shape future service offerings and roadmaps and translate international market needs into structured demand for the central domains.
• Promote a customer-centric culture within the chapter, ensuring high levels of business partner satisfaction and alignment with IT strategy and strengthening trustful, collaborative relationships across PHOENIX countries.

Ihr Profil

• University degree in IT, Business Administration, or a related field; strong IT service management background is essential.
• Extensive experience in IT service management, demand management, and business relationship management, ideally in a multinational environment and experience working at the interface between a central IT organisation and international markets.
• Excellent communication, negotiation, and stakeholder management skills with a customer-oriented mindset and strong capability to work across cultures, countries, and hierarchical levels.
• Deep knowledge of ITIL processes, SLA/OLA management, service catalogue management, and service cost optimization as well as experience in establishing cross-domain service frameworks.
• Strong understanding of complex IT environments and their operational impact and proven ability to manage both the demand side (countries, business) and the supply side (central IT & Digital Domains).
• Proven leadership experience in managing multiple teams and driving cross-functional collaboration.
• Fluent in English; German and/or other PHOENIX group languages are a plus (written and spoken)

Please apply online including your salary expectation and your earliest possible starting date. Your contact person is Mr. Erik Sabo. We are looking forward to your application!

Ausgeschrieben am: 19.12.2025   -   Einzuziehen am: 02.01.2026