As an internationally active industrial insurer, HDI Global SE covers the needs of industrial and commercial clients in customized insurance solutions. It is active in more than 150 countries and an enterprise of the HDI Group within the Talanx Group, the third biggest German and one of the big European insurance groups.

HDI Global SE is looking for its business division „Guidance“ at the earliest possible date for its headquarter in Hannover for a

Head (m/f/d) Overarching Support Management

Job description:

  • Leading a team of experienced Support Agents of selected support teams
  • Driving and maintaining an overall functional and international user support strategy, including focus on communication and user satisfaction
  • Set and maintaining alignement of support management with other agile processes and structures (SAFe)
  • Establishing and maintaining a user support governance for all support teams
  • Design and monitoring of KPI’s to ensure an overall support efficiency, quality and user satisfaction
  • Selection and set-up of appropriate support tools to ensure integrated and transparent support processes
  • Acting as an instance for escalation for overarching support topics,
  • Utilise support network to solve and if necessary escalate production problems together with Agile release teams
  • Defining and adapting the user group oriented central support organization according to reproducible criteria in cooperation with Product Managers / Agile Release Trains.
  • Evaluate international support setting to develop towards 24/7 support with regional partners


  • University degree, preferably in economics, law or IT or comparable work experience
  • Professional experience within agile way of working (SAFe, Scrum)
  • First experience within user support processes based on ITIL
  • Showing strong sense of ownership and inspiring your team
  • User group specific business knowhow in commercial insurance is helpful
  • Credible expertise to act and discuss on eye-level with experienced operational support experts
  • Experience in change projects, favorably focusing on IT organization – preferably abroad
  • Analytical skill-set and conceptual working skill
  • Curiosity to understand the value chains and business models of the various lines of business
  • Open-minded in working with different lines of businesses, branches, carriers and cultures
  • Motivation to continuously move an organization towards excellence and execute concepts throughout the organization
  • Tenacity and persistence to bring projects over the line and stay on focus in discussion with line of business
  • Strong communication capabilities and mastery of the English language (C1), German language skill (B2)

We offer:

If you think you fit this description, we encourage you to apply by including your CV with a brief cover letter and specifying your current and expected salary, and the earliest date you're able to join, and the reference number 10225 for this position. Please send your application to HDI Service AG, Human Resources Management, Mr. Christopher Dökel, HDI-Platz 1, 30659 Hannover.
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