Customer Service IT Manager

Job Description: Customer Service IT Manager

The ideal candidate has strong roots in IT and customer service, is passionate about innovation and AI, can understand how to address complex technical challenges and turn them into opportunities that ultimately drive business value.

• Strategic Leadership: Define and execute the global IT vision and roadmap for Customer Service, ensuring technology supports business goals, drives operational excellence and leads to happy customers.
• Change & Innovation: Challenge the status quo and drive the adoption of AI and automation solutions, ensuring measurable improvements in KPIs such as efficiency, scalability, and customer satisfaction.
• IT performance & Reliability: Enforce high technical standards across performance, uptime, scalability, stability, and technical debt control.
• Data Privacy & Security Compliance: Ensure compliance with data privacy and security requirements (e.g., GDPR).
• Cost Efficiency: Drive down costs by ensuring smart technology solutions are implemented and takes ownership of IT-related costs for tools, technology, and people.
• Hierarchical Management: Lead and develop local team members (e.g., Product Managers, Scrum team members), creating a culture of accountability, ownership, and high performance.
• Vendor & Partner Management: Manage relationships with current vendors to ensure system performance and innovation delivery. Proactively explore new market opportunities and trends in customer service technology.
• Agile Collaboration: Work in and promote an agile environment, collaborating closely with cross-cultural and cross-regional teams to ensure global consistency and local effectiveness.
• Stakeholder Engagement: Act as a bridge between IT and business stakeholders, explaining complex IT topics in simple business terms and ensuring alignment with strategic objectives.

• Proven track record in large-scale customer service environments.
• Minimum of 10+ years of IT management experience, with direct hierarchical leadership responsibilities.
• Demonstrated success in driving AI and automation adoption in customer service or related domains.
• Strong knowledge of IT architecture, infrastructure, system integrations, modern backend technologies, API’s and modern customer service platforms (CRM, automation tools, chat, voice bot–enabled telephone systems).
• Proven ability to negotiate with vendors and partners, ensuring both performance commitments and long-term innovation.
• Experience managing cross-cultural teams across multiple locations.
• Familiarity with Agile methodologies and the ability to apply them in a global environment.
• Excellent communication skills: able to translate technical concepts into clear business impact for senior stakeholders.
• High sense of ownership, accountability, and ability to enforce uniformity and process discipline in a large organization.
• Knowledge of compliance frameworks related to customer data (e.g., GDPR).
• Relevant IT management, compliance, or agile certifications.
• Worked in product-based companies before.