Service Operations Manager

Supercharge is on a mission to perfect our support capabilities for key clients across industries and regions. We're looking for a dynamic Service Operations Manager to join our Service Management organisation. In this critical role, you will be the driving force, responsible for spearheading collaboration with our clients to ensure flawless service delivery and operational excellence.

Your day to day will include:

• Helping improve support and maintenance procedures
• Cooperating with and advising project management on demand
• Acting as the SPOC for support and other continuous engagements
• Driving internal takeovers from project teams
• Assisting delivery teams with product training and support
• Coordinating scheduled and ad-hoc maintenance with clients
• Managing L2/L3 team allocation, planning, and task assignments
• Ensuring that SLAs and KPIs are met
• Acting as an escalation point
• Reporting to the Lead Support Manager and Delivery
• Keeping documentation up to date

We'd love to meet someone who:

• Track record of leading support activities, preferably at agency side
• Experience working with software development teams with SDLC best practices
• Great understanding of ITIL and ITSM principles (ITIL4 Foundation certification desired)
• Fluency in project and product management practices (PM, Scrum, or PO certification is a plus)
• Outstanding communications skills - both in English and Hungarian
• Get things done attitude
• Thriving in a fast-paced environment with good issue triaging abilities
• Continuous service improvement mindset
• Expertise with working with Energy and/or Transportation industry clients is a strong plus
• Love your profession - care about the customer and think 'outside-in'

Why join Supercharge?

• To unleash your full potential, we're here to help you grow every step of the way with exciting international projects, access to inspiring conferences, in-house soft skill trainings, and online courses. We'll even support your English classes, and with our skill matrix, you'll always have a clear path to learn.
• To feel your best, your wellbeing truly matters to us. That's why we offer health coverage with Medicover, Life1 gym access to keep you moving, and extra sick days for those moments you just need a little rest. We celebrate milestones with a fully paid month off after five years, offer extra paternity leave for growing families, and provide support through our Employee Assistance Program.
• To have a blast, you'll join a friendly team of 200+ people, all passionate about building amazing digital products. Whether it's our Summercharge festival, a football match, quiz night, or just grabbing a drink with teammates, there's always something to look forward to. And with our buddy system, you'll feel part of the team from day one.
• To brighten your day, our dog-friendly office in the heart of Budapest is filled with good vibes, great coffee, tasty snacks (yes, including Túró Rudi), and cozy corners to relax, connect, or have a little fun when you need a break. You'll also have a yearly personal budget and a company library to keep your curiosity growing.

About Our Budapest Office
Budapest is where it all started for Supercharge - this is our headquarters and the beating heart of our company. We have local offices in several countries, but this is where the real magic happens. A buzzing, vibrant space filled with talented individuals dreaming up and delivering amazing products for our clients. This Office of the Year award-winning space is home to our legendary after-work events, and as located in the heart of the city, putting us just steps away from some of the best restaurants, cafes, and bars around.