Remote Service Delivery Manager

Summary

Join a dynamic team at Deutsche Telekom IT Solutions, the largest ICT employer in Hungary, and contribute to monitoring, controlling, and optimizing incident management processes.

Requirements

• 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

Responsibilities

• 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

Benefits

Remote working possibility within Hungary due to European taxation regulation