Deutsche Telekom IT Solutions is hiring a
Quality and Process Manager

Summary

Join a dynamic IT company as the primary point of contact for customers experiencing complex or high-severity issues, ensuring effective communication and resolution strategies are implemented.

Requirements

• Completed studies, ideally in the fields of business administration or business informatics with several years of professional experience
• Experience in the quality management process
• Hands-on experience in claim management
• Diligence, reliability, good communication skills
• German and English language skills required for operating in both languages

Responsibilities

• Serve as the primary point of contact for customers experiencing complex or high-severity issues, ensuring effective communication and resolution strategies are implemented
• Coordinate with internal teams, including technical support, product management, and engineering, to facilitate the resolution of escalated issues
• Develop trusted relationships with the leadership teams across the organization and facilitate and lead the resolution of complex problems
• Drive problem prevention and manage long-term issues that require repeated or systemic problem management
• Identify, manage, and record escalation trends, collaborate with relevant teams on product defects and trends, and evaluate escalation performance metrics
• Review and identify the root cause of all escalated service requests and use this information to improve processes and customer satisfaction
• Planning, organizing, and leading configuration management activities and initiatives within the account
• Overseeing the development and implementation of configuration management processes, procedures, and guidelines to ensure the accuracy and integrity of configuration data
• Leading configuration management reviews, collating evidence, and providing progress reports demonstrating configuration control
• Collaborating with cross-functional teams to ensure that all configuration management activities align with project requirements and organizational standards
• Developing and maintaining configuration management plans, baselines, and configuration documentation
• Providing guidance and mentorship to configuration management staff, including training, coaching, and performance management
• Responlibe for Lifecycle Management topics within the account

Benefits

• ITIL4 certification
• Experience in process or in project management
• Remote working possibility within Hungary due to European taxation regulation