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Head of Customer Operations Management

T-Systems Slovakia s.r.o.

Place of work
Žriedlová 13, Košice region - Košice
Contract type
Start date

Information about the position

Job description, responsibilities and duties

- Head of Customer Operations Management is leading team of people who provide interface between operations teams and service delivery management and/or end customer. He/She is leading team of operations managers, lead problem managers, order managers for telecommunications customer segment with focus on quality, ITIL compliance and service quality improvement.

Key Accountabilities
- Manages heterogeneous team of Operational managers, Lead incident managers, Lead problem managers, Service delivery managers and Quality managers in order to ensure delivery of services in area of operational management and quality on global level.
- Actively steers capacity of team resources to ensure proper allocation of resources.
- Delivers services/solutions to clients in agreed quality and quantity structure according agreed contracts.
- Motivate and develop people in own team to be able to deliver better quality and fulfill expectation of employees.
- Continuously improves processes and products/services in own area, propose improvements in related areas and implement corporate improvements programs.
- Plan, adjust and control financial and other business plans to be able to effectively manage business of own team.
- Develop and implement mid-term tactics for new business pipe-in, manage pipe-in on project basis and sign-off take over with process owners.
- Operationally manage critical situations and solve business-as-usual escalations to provide seamless operation and effective service to clients.

Management Scope
- Manage team of up to 25 people directly.
- Budget size responsibility (Revenue: 1,1 mil. /year)
- Responsibility for cost base

Employee perks, 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

University education (Bachelor's degree)

Language skills

English - Upper intermediate (B2) and German - Upper intermediate (B2)

Personality requirements and skills

- Economics, Master Degree
IT Technical Skills
- IT&TC general overview: Skill level: Intermediate, Years of experience: 3
- Project management: Skill level: Intermediate
- ITIL literacy: Skill level: Intermediate
Soft skills
- Team management: Skill level: Intermediate
- Presentation skills: Skill level: Intermediate
- Customer handling skills: Skill level: Advanced
Finance Skills
- General finance overview: Skill level: Intermediate
- English: Upper intermediate (B2)
- German: Upper intermediate (B2)


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: 3266799   Datum zveřejnění: 15.1.2018