Poštová adresa:
T-Systems Slovakia s.r.o.
Žriedlová 13
040 01 Košice



055/ 785 35 66

Head of LIM & PRM

T-Systems Slovakia s.r.o.

Place of work
Žriedlová 13, Košice
Contract type
Start date

Information about the position

Job description, responsibilities and duties

General description / Purpose
The holder of the job takes care of and acts a main point of contact for day to day major incident handling and coordination of problem management services for all EMEA Customers. The leader is responsible for EMEA LIMs and leads and coordinates up to 25 employees to meet corporate goals for productivity, quality and financial efficiency. The holder focuses on accomplishment of assigned team objectives by effective resource management, planning and evaluating activities in the assigned area of operational responsibility.
Processes and service delivery
• Maintain relationships with counterparts and other stakeholders by effective communication.
• Operationally manage critical situations and solve common escalations to provide seamless operation and effective service to clients.
• Collect and provide feedback on contract terms and conditions compliance.
• Supports pre-sales activities, contract negotiations, customer visits, new customer onboarding and chair the regular meetings with counterparts and other stakeholders in order to track the quality KPIs, overall performance and other open topics.
Quality assurance
• Deliver services/solutions to clients in agreed quality and quantity structure according to agreed contracts (OLA, SLA,...) and KPI’s.
• Continuously improve processes and products/services in assigned area, plan improvements and implement improvements programs.
• Coordinate and control operations, processes, take-over and delivery of services according to standard/processes.
• Participates in on-call shifts in the “manager on duty” role.
Budgets and finances
• Provide inputs to financial and other business plans and effectively coordinate assigned resources to meet financial targets.
• Controls finance and efficiency management initiatives across the assigned organizational units and sub-units.
• Motivate and develop people in own team to be able to deliver better quality and maintain satisfaction of employees.
• Ensure all people-related regulatory topics (labour code, internal rules & guidelines) are met in the assigned team.
• Actively steer capacity of team resources and quality of employee performance results in coherence with customer contracts.

Management scope
• People: lead organizational unit with up to 25 members, Lead Incident Managers, Process Managers and Lead Problem Managers
• Processes: coordinate delivery of standard and non-standard lead incident management and problem management service
• Finances: control training and travel budgets up to Eur 700 k p.a., revenue up to Eur 750 k p.a.

Employee perks, benefits

Other benefits:
• Cafeteria - individual benefit
• Trainings and development opportunities
• Discounts at various providers in Košice
• Possibility of Home office
• Pension savings contribution
• Meal vouchers contribution
• Teambuildings
• Extra vacation days
• Young and enthusiastic working environment
• Diversity Program
• Health Weeks
• Sport Activities
• Weekend Events
• Work life Coaching
• Doctors at workplace
• Credit card
• Metro card
• Referral bonus /financial/
• Rotations possibilities

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

• Lower University degree (Bc) or secondary/high school graduation (with relevant work experience)
• Min 2 year experience in leading teams (with 12+ employees)
• Min 1 year experience working in IT
• Min 3 years working knowledge of ITIL processes
• English (mandatory): written and oral B2+
• German (optional)
• Work organization and managing skills, esp. crisis management skills (problem solving, work under pressure)
• Strong communication and interpersonal skills, esp. fostering teamwork, coaching and supervision
• Strong customer and results orientation
• Good leadership skills
• Advanced time management


Brief description of the company

T-Systems delivers high-quality services combining
information and communication technology (ICT). The
company's broad expertise in both fields makes the
business customer division of Deutsche Telekom a
preferred partner for multi-national corporations, small and
medium-sized businesses and public institutions. Over
160,000 customers from every industry worldwide benefit
from the company's special expertise in providing
integrated ICT solutions from a single source. T-Systems
is the only company to offer its own complete ICT portfolio
and to combine IT ( Information technology) and communication technology to
produce new solutions.

Number of employees

1000 an more employees

Company address

T-Systems Slovakia s.r.o.
Žriedlová 13
040 01 Košice
Slovak Republic

Apply online
ID: 3198474   Megjelentetés dátuma: 2017.09.26.