Deutsche Telekom IT Solutions Hungary Kft. is looking for a Senior Customer Service Manager to oversee the fulfillment of IT service contracts, ensuring delivery meets targets for time, quality, and cost. You will coordinate activities across organizational units and identify opportunities for growth within existing contracts.
What You'll Do
- Manage contract fulfillment with a focus on time, quality, and cost.
- Develop offers for contract expansions and simple renewals.
- Lead escalation and claim management processes.
- Execute end-to-end standard farming activities.
- Identify and manage opportunities for standard and product business within contracts.
- Take overall responsibility for single contracts combining multiple PU-offerings.
- Coordinate service delivery activities between 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.
- Lead external and internal cost-saving initiatives as part of continuous improvement.
What We're Looking For
- At least 3-5 years of professional experience in the IT industry, with background in Service Delivery Management.
- Applied knowledge of ITIL and Agile concepts, with experience in Process Management.
- Outstanding communication skills, with fluency in English (C1 level).
- Strong presentation and moderating skills.
- Ability to prioritize and handle multiple projects with shifting deadlines.
- Flexibility and willingness to expand beyond traditional Service Delivery Management approaches.
- Relevant experience with utilizing ticketing tools and a solid grasp of security protocols.
Nice to Have
- German knowledge is an advantage (B2 level).
- Earth Observation or other satellite data collection and evaluation skills and experience are of great advantage.
Work Mode
This is a local-country role based in Hungary.
