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.

Tasks

• Responsible for service chains of a managed OS service / product cross various organizational units.
• Responsible for combined services for his delivery account in accordance with the agreed OLA as well.
• Responsible for KPIs and SLAs / OLAs of the contracted services.
• Accountable for technical content of operational / specialized technical concepts.
• Deliver input for resource planning to ensure operatoinal stability.
• Ensure the quality of provided services and provides operational support.
• Coordinate, manage and monitor operational performance.
• Identify, formulate and implement the improvement of processes and policies to maximize operational output.
• Steer the respective Operation Managers.
• Operational interface between the production, the service delivery management (SDM) and other delivery units for the ordered delivery elements.
• Explanation of production options for SDM.
• Accountable for the default reporting ordered by the SDM.
• Monitor, manage and improve the efficiency of provided services.
• Single point of contact towards the internal customer.

Optional:

• Responsible for reviewing financial statements and data and utilizes financial data to improve the profitability of the service chain / delivery account with SDM. 
• Prepare and control operational budgets plans effective strategies for the financial well-being of operation.
• Manage customer support to the extent of his functionality and supports sales activities together with the SDM organization.
• Plan and supervise the operating of the given type of cloud services, while maintaining respective service levels, deadlines, and budgetary limitations.
•  Coordinate the service delivery activities, monitor the work progress, and handle emerging problems and conflicts.
• Work in close collaboration with service and product management involved and other connected units, on developing and optimizing processes on priorities.
• Participate in projects, development of new services or demands.
• Ensure, that changes are implemented, and incidents and problems are handled within the undertaken deadlines and at the contracted service levels.

Requirements

• Good knowledge of IT Service Management (ITIL)
• Experience with matrix organisational structure
• Good knowledge of Microsoft Excel and other office applications;
• Strong Interpersonal skills
• Good communication skills
• Structural problem-solving abilities
• Analytical skills and the ability to interpret
• Agile methodology knowledge is an advantage
• Any Operations Manager, Technical Project Manager or Scrum Master experience is an advantage
• Experience with Cloud technologies (preferred); Cloud certified (nice-to-have)
• Buiness German knowledge is an advantage

Budapest, Debrecen, Pécs, Szeged