Customer Service Manager

1 day ago

Szeged, Csongrád, Hungary Deutsche Telekom IT Solutions HU Full time

Company Description
The largest ICT employer in Hungary, Deutsche Telekom IT Solutions (formerly IT-Services Hungary, ITSH) is a subsidiary of the Deutsche Telekom Group. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 5000 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary's independent survey in 2021 and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.

Job Description

  • Accountable and primary responsible for managing contract fulfillment with focus on time, quality and cost.
  • Responsible for development of offers for contract expansions and simple renewals, as well as for escalation and claim management.
  • Accountable and responsible for E2E execution of standard farming.
  • Responsible for identifying and managing opportunities in contract related standard/product business.
  • Strong overall responsibility for single contracts that combine multiple PU-offerings.
  • Coordinate service delivery activities between the organizational units and supervise their work.
  • Ensure compliance with deadlines and expected service levels.
  • Apply adequate project delivery methodologies, tools, techniques and processes.
  • Manage financial and service reporting, along with the monthly billing procedure.
  • Responsible for external/internal cost-saving initiatives, as part of the continuous improvement.

Qualifications

  • At least 3-5 years of professional experience in the IT-industry, with experience in the Service Delivery Management field
  • Applied knowledge of ITIL and Agile concepts, with experience in Process management
  • Outstanding communication skills, with fluency in English (C1 level), German knowledge is an advantage (B2 level)
  • Strong presentation and moderating skills
  • Ability to prioritize and handle multiple projects with shifting deadlines
  • Flexibility and willingness to expand beyond the traditional Service Delivery Management approach
  • Relevant experience with utilizing ticketing tools, along with a solid grasp of security protocols

Additional Information

  • Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.

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