Service Delivery & Escalation Manager (REF5908F)
Munkáltató · Deutsche Telekom IT Solutions
IT-vezető
Irodai és call center csoportvezető
Egyéb szakmai szolgáltatások vezetőjeTeljesBudapest
We are looking for a Service Delivery & Escalation Manager to support the reliable delivery of IoT services. In this role, you will coordinate operational topics, manage escalations, and bring the right teams and stakeholders together to resolve issues and move work forward.
Feladatok
- Operational coordination: Coordinate operational topics across team leadership, service desk, and specialist teams.
- Escalation management: Receive and assess escalations from internal teams, partners, and customers.
- Incident coordination: Support internal coordination during major incidents and other priority incidents.
- Project management: Manage projects and initiatives assigned by management from initiation to completion.
- Stakeholder communication: Act as a coordination point between operational teams, technical experts, service management, partners, customers, and management.
- Operational support: Contribute to additional operational and organizational activities as business priorities require.
Elvárások
- Several years of experience in service delivery, IT operations, incident or escalation management
- Experience coordinating work across multiple teams and stakeholders, including in situations with competing priorities.
- Strong organizational skills and the ability to manage follow-up actions, deadlines, and documentation.
- Clear and structured communication skills, including the ability to summarize complex situations for different audiences.
- Confidence facilitating meetings and keeping discussions focused on decisions and next steps.
- A pragmatic, proactive approach to identifying risks, gaps, and actions needed to move an issue forward.
- Ability to understand technical incident descriptions, assess their potential service impact, and communicate effectively with technical specialists.
- Strong German and English language skills.