ABOUT US:

SPRIND, acting on behalf of the Federal Ministry for Digital and State Modernization, is developing Germany’s national EUDI Wallet and a comprehensive digital identity ecosystem. Digital identities are essential for a high-performing digital society, a competitive economy, and a modern state. The EUDI Wallet provides citizens with a secure, interoperable and user-centric digital identity, enabling them to manage both public and private credentials - from ID cards to diplomas or membership cards.

YOUR ROLE:

As Head of Support Operations (f/m/d), you will take responsibility for building and developing our support and service operations. You design the structures, processes and standards that ensure a smooth, professional, and scalable support experience. Combining strategic vision with hands-on leadership, you create the foundation for efficient collaboration between users, technology and the organisation.

YOUR TASKS:

• Designing, establishing, and leading support operations from strategy to implementation.
• Developing efficient processes, tools and KPIs to ensure a professional, measurable, and user-oriented support function.
• Leading, coaching and developing the support team with a focus on ownership, service quality and continuous improvement.
• Collaborating closely with Product, IT and Operations teams to identify and resolve challenges early on.
• Managing external service providers and building interfaces with partner organisations.
• Responsibility for incident, request and knowledge management.
• Introducing innovative support structures, such as AI agent and ticketing systems, self-service portals and process automation.
• Analysing support data to derive strategic insights and drive process improvements.

DEIN PROFIL:

• Several years of experience in building and leading support or service operations, ideally with at least one or two successful implementations from scratch.
• Proven track record in leadership, process design and scaling support teams.
• Strong technical understanding of technical environments and digital platforms in the context of high quality, data protection and IT security requirements.
• Excellent organisational and communication skills combined with a structured, pragmatic approach.
• Ability to connect operational excellence with a people-centred team culture.
• Strategic mindset, high sense of ownership and enthusiasm for shaping new structures.
• Fluency in German and English.

WHAT WE OFFER:

• A chance to shape one of Germany’s most important digital public infrastructures
• A forward-thinking, mission-driven work culture at the intersection of science, administration, and innovation
• Attractive compensation based on the responsibility of the position
• Flexible working hours and remote work options
• Access to conferences, team events and a supportive work culture.

Please send your application documents to thomas.kanow@partner.sprind.org.