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Head of Service Management International 2

T-Systems Slovakia s.r.o.

Place of work
Moldavská cesta, Košice - mestská časť Západ, Slovakia
Contract type
Start date

Information about the position

Job description, responsibilities and duties

- The holder of the job takes care of and acts a main point of contact for highly complex day to day business steering of Sales and Service Management, SA management, Process management and reporting resources that coordinate operational excellence services for international customers.
- The holder leads and coordinates up to 25 direct reports (Service Delivery Executives, Senior SDMs and SDM) which throuh of them steers complete Service Chain they are accountable for related to their customers to meet corporate goals for strategy, 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.

Key accountabilities
Processes and Service Delivery
- Establish and nurture relationships with clients and other stakeholders for effective communication and expansion of existing operational capabilities in the nearshore in line with global unit strategy.
- Develop and implement mid-term tactical plans and implementation projects for new business pipeline, manage order pipeline on a project basis and sign-off takeover into operation documentation with counter partners.
- Operationally manage critical situations and solve escalations to provide seamless operation and effective service to clients.
- Coordinate delivery of Sales and Service Management solution operation, reporting, consultancy, implementation and provisioning.
- Collect and provide feedback on contract terms and conditions compliance
- Steer pre-sales activities, contract negotiations, new customer onboarding, process documentations, customer visits in the area of Service Management for International customers (incl. TOP 25)
- Request and monitor purchase order entry and ensure all PO to be available before start of business
- Actively search new business opportunities in TSI in order to bring additional savings to mother company and utilize exsisting resources
Quality assurance
- Deliver services/solutions to clients in agreed quality and quantity structure according agreed contracts SLA, OLA, SA and KPIs.
- Continuously improve processes and products/services in assigned area, plan improvements and implement improvements programs.
- Coordinate and control activities within assigned unit to deliver Quality KPI’s and relevant customer satisfaction expectations.
- Coordinate and control operations, processes, take-over and delivery of services according to standard processes.
Budgets and finances
- Plan, adjust and control financial and other business plans to be able to effectively manage business of assigned org.unit.
- Control finance and efficiency management initiatives and production variance across the assigned organizational units and sub-units.
- Control cost planning, budgeting and budget management in line with global unit (TSI) and local company financial targets (TSSK)
- Motivate and develop people in own organizational unit to be able to deliver better quality and fulfill expectation of employees.
- Actively steer capacity of the people in assigned organizational unit in terms of optimizing human resources in order to guarantee quality of results. SA, SLA, OLA fulfillment and effective operation, employee performance results in coherence with customer contracts.
- Ensure all people related regulatory topics (labor code, internal rules and guidlines) are met in the assigned organizational unit

Management Scope
- People: Legal and functional leading of Service Delivery Executives, Senior Service Delivery Managers and Service Delivery Managers (up to 25) in defined countries in order to manage defined stream of service.
- Finance: Control revenues up to Eur p.a. and plans/controls total workforce costs (TWC) of Eur 600k p.a. Through direct reports control revenues, plans/controls total costs related to assigned customer - Small customer, Mid-size, Big customer, Global customer - range is up to 25 mil. EUR p.a.
- Processes: The holder plans and coordinates delivery of end to end service and processes of Sales and Service Management.

Employee perks, benefits

- Minimum brutto monthly base salary 1150 € + variable part of salary
- 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

University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

- Field of studies: Information Technologies
- Degree: Master
- Position/ Function: ICT Delivery Service Management, Minimum number of years: 5
- Certificate: ITIL V3 Foundation, SeM Advanced
IT Technical Skills
- General IT overview: Skill level: Expert
- TSI portfolio knowledge: Skill level: Expert
- MS Office: Skill level: Advanced
Soft Skills
- Customer orientation: Skill level: Expert
- Excellent leadership: Skill level: Expert
- Communication skills: Skill level: Expert
- Negotiation skills: Skill level: Expert
- Time management: Skill level: Expert
- Problem solving ability: Skill level: Expert
- Result orientation: Skill level: Expert
- Presentation skills: Skill level: Expert
Finance Skills
- Finance and billing: Skill level: Expert
Language Skills
- English: Advanced C1
Other criteria or requirements
- German - advantage
- Self-motivated individual with excellent interpersonal communication and influencing skills
- Excellent motivator with ability to achieve results
- Able to resolve issues independently
- Excellent Customer interface
- Sound knowledge of project management principles
- Mature specialized professional knowledge (deep understanding of a specific professional field)
- Analytical and problem solving attributes
- Exhibiting tact and diplomacy
- Experience of post-sales support - advantage
- Cost control and budget planning


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
ID: 3303847   Megjelentetés dátuma: 2018.07.16.   A (bruttó) bér alapösszetevője és egyéb juttatások:   Minimum 1150 €. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.