Service Delivery Manager - OTC REF3528P

at  Deutsche Telekom IT Solutions

Company Description
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.
Job Description
Introduction:
Open Telekom Cloud (OTC) is one of the top performing and fastest growing OpenStack based public cloud providers on the European market. OTC delivers high quality cloud based solutions with focus on felxibility, security and sustainability.
We are searching for an experienced Service Delivery Manager in our customer facing organization, in order to support our goal in building and maintaining strong customer relationships.
Main responsbilities are overseeing business and customer requirements, supporting stakeholders and corresponding teams, contract and invoicing management.
We are searching just for you if you gained a high level of experience in Service Delivery and IT Service Management, and you have a strong background working in an agile environment.
Both our organization and our customer base are international, mainly English and German speaking. Knowledge of these languages in spoken and written form is a must.

The following tasks are your responsibility:

• Supervising contract fulfilment and contributing to its optimization for both the client and the Company throughout the contract period
• Active cooperation with customers and Open Telekom Cloud teams and service partners
• Customer and Contract Management
• Contract steering and responsibility for the given business area
• Service Insurance, SLA Fulfillment and reporting
• Escalation management, quality management, cost and risk management
• Close cooperation with the Product Owners of the business area
• Support in the identification of market / technology and customer trends

Qualifications

REQUIREMENTS:

• At least 8 years of experience in IT Service Management or similar area of expertise
• High level of knowledge in ITSM and ITIL processes and Agile methodologies
• Strong focus on customer centricity and overseeing global/local goals
• Experience with business cases supported by AI based technologies
• Excellent communication skills
• Pro-active and solution-oriented mindset and high attention to details
• Knowledge and experience regarding financial and billing topics

LANGUAGE SKILLS:

Advanced English and/or German language skills

EXPERIENCE AND KNOWLEDGE IN THESE AREAS ARE A PLUS:

• Knowledge in cloud technologies
• ITIL V4 Foundation or other ITIL certification
• Participation in Transition and Transformation (T&T) projects

Additional Information

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

• Supervising contract fulfilment and contributing to its optimization for both the client and the Company throughout the contract period
• Active cooperation with customers and Open Telekom Cloud teams and service partners
• Customer and Contract Management
• Contract steering and responsibility for the given business area
• Service Insurance, SLA Fulfillment and reporting
• Escalation management, quality management, cost and risk management
• Close cooperation with the Product Owners of the business area
• Support in the identification of market / technology and customer trend