Remote Senior Service Delivery Manager

Company Description

The largest ICT employerin 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 sitesin Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.

Job Description

• Monitoring, controlling, and optimizing the incident management process
• Driving root cause analysis of disruptions and initiating countermeasures
• Prioritizing and resolving incidents, issuing work orders to delivery units
• Support changes twice per month from 10 pm to 2 am
• Creating and maintaining operational concepts
• Documenting incidents
• Tracking resulting tasks
• Coordinating involved internal/external delivery units
• Accountability for deadlines
• Quality check of reporting
• Ensuring compliance with SLAs
• Regular communication with all stakeholders and responsibility for customer contract fulfillment
• Managing customer/partner complaints
• Process coordination and implementation

Qualifications

• 3-5 years of experience in the IT sector
• Knowledge of ITIL Service Management
• Familiarity with SNOW & Jira
• Process knowledge of TSI
• Technical knowledge: cloud, native cloud, middleware databases, applications, server systems
• Languages: German C1 and English C1

Additional Information

\* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.