Service and contract manager Team Lead (MOL Campus Project)

MOL Group built its Headquarter in Budapest, a smart building, the best place for people to collaborate and having an innovative working experience, being inspired, and supported to be more efficient and productive.

Our mission is:

• Creating a great and innovative building and working environment to improve primary processes and support mobility.
• Delivering superior employee experiences through activity based working method, digital workplace & improved operational model that is future proof.
• Providing high quality services on a most efficient way because we continuously measure performance of the service providers and also the building itself.

Therefore, we create a dedicated team, which Team is highly adaptive, engaged, self-sufficient and can deliver value quickly. This is cross-functional team of experts to manage and maintain E2E services and products ensuring employee experience, service quality and using data.

Let’s shape the future together!

We are searching for a new colleague who will join to the MOL Campus Digital Program Office team as a

Service and contract manager Team Lead (MOL Campus Project)

Your task in a nutshell:

• Delivery of first-class customer experience
• To coordinate the restoration of normal service as quickly as possible
• To directly support resources where most required.
• Manage Campus common help-desk and self service portal from service owner side
• Act as a key interface with the Self-service portal and Common help desk related incident.
• Hold Management bridges via conference call to ensure accurate and up to date information is available to the Senior Management Team and/or customer escalation and notification to appropriate management teams.
• Investigates and analyses data, producing specific reports as required by product owners and service and contract managers
• Analysis of data flows and processes to identify possibilities for improvement
• Active cooperation and communication with Service and Contract managers and service provider teams
• Ensures the effective linking and harmonization of the MOL Campus operation with MOL Group strategy, inserts those benefits into the processes which supports achieving the defined goals.

As a Team Lead,

• Responsible for the operation and task management of the Service administration and reporting team.
• Manage team performance to meet the KPI
• Support team to achieve results with the highest possible standard of quality and delivery
• Continuous improvement process ideas, including new initiatives
• Allocation and distribution of tasks across the team members
• Ensure all reports are delivered accurately and timely in accordance with the statement of work
• Ensure the effective performance and development of all reporting staff by setting functional context, developing role objectives and standards, providing essential information, tools and processes to get the job done.
• “Walk to talk” example in continues improvement.
• Responsible for providing a positive, safe and ethical working environment and learning culture for employees where people encouraged to take risk and challenge the status quo.
• Support the ongoing development of a culture of ethics, safety and environmental excellence.
• Coaching and training of Smart Building management team members and structured mentoring of high potential employees.
• Pays special attention to grow successors and potential champions.

To be successful in the role, you will require the following:

• Master's or bachelor’s degree or a related field of study, or equivalent experience
• Minimum 5 years of professional experience and knowledge in service management
• Minimum 2 years of experience in team management
• Experience and awareness of IoT business applications in any business field
• Experience working with IT company products and operating systems
• Experience working with Service Desks and call triaging
• Bonus points: Experience in designing and improving customer experience through implementing new technologies
• Have strong analytic skills and can cope with unstructured or incomplete data and information
• Strong sense of curiosity and a desire to learn about digital technologies that can enhance customer experience
• Intermediate in English and fluent Hungarian

What we offer:

• Smart building with many extras
• Cafeteria (gross 800.000 HUF/year)
• iPhone
• Life insurance
• Medicover package
• Fruitdays, sport programs
• Home office