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.

We are looking for an experienced Service Delivery Manager to ensure seamless contract fulfillment, optimize processes, and manage key customer relationships. This role requires strong leadership, problem-solving skills, and expertise in IT service management to drive efficiency and quality in service delivery.

Key Responsibilities:

• Act as the main point of contact for stakeholders, ensuring contract fulfillment.
• Oversee planning and forecasting processes.
• Manage customer and partner complaints, especially in strategic and complex projects.
• Coordinate and implement service processes for operational efficiency.
• Handle claim management and risk/security management.
• Prepare and deliver management reports and governance tasks.
• Participate in large-scale projects and independently manage smaller projects.
• Identify and implement optimization opportunities to improve service quality.
• Ensure audit-proof documentation of problem analysis, root cause investigations, and quality checks.
• Oversee root cause analysis (RCA) for major incidents, ensuring proper documentation and process improvements.

Requirements

• 5+ years of experience in the IT industry, with expertise in Service Delivery, Finance, Contract, and Partner Management.
• Strong knowledge of ITIL and Agile methodologies, with a deep understanding of process management.
• Fluent German (C1 level) and strong English proficiency for effective communication in an international environment.
• Excellent communication, presentation, and leadership skills, with the ability to engage with top management.
• Strong organizational abilities, capable of managing multiple projects with shifting priorities.
• Technical expertise in ITIL, SAP, DCS 3.0 / FCI, DSM, and ServiceNow.

Budapest, Debrecem, Pécs, Szeged