Customer Service Manager - Experienced - English / German speaking (REF4488X)

Company Description

As Hungary's most attractive employer in 2025 (according to Randstad's representative survey), Deutsche Telekom IT Solutions is a subsidiary of the Deutsche Telekom Group. The company provides a wide portfolio of IT and telecommunications services with more than 5300 employees. We have hundreds of large customers, corporations in Germany and in other European countries.

DT-ITS recieved the Best in Educational Cooperation award from HIPA in 2019, acknowledged as the 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

• Accountable and primary responsible for managing contract fulfillment with focus on time, quality and cost.
• Responsible for development of offers for contract expansions and simple renewals, as well as for escalation and claim management.
• Accountable and responsible for E2E execution of standard farming and upselling.
• Responsible for identifying and managing opportunities in contract related standard/product business.
• Strong overall responsibility for single contracts that combine multiple PU-offerings.
• Coordinate service delivery activities between the organizational units and supervise their work.
• Ensure compliance with deadlines and expected service levels.
• Apply adequate project delivery methodologies, tools, techniques and processes.
• Manage financial and service reporting, along with the monthly billing procedure.
• Responsible for external/internal cost-saving initiatives, as part of the continuous improvement.

Qualifications

• At least 2-3 years of professional experience in the IT-industry, with experience in the Service Delivery Management field
• Applied knowledge of ITIL and Agile concepts, with experience in Process management
• Outstanding communication skills, with fluency in German (C1 or B2 level) and English (B2 level or higher)
• Strong presentation and moderating skills
• Ability to prioritize and handle multiple projects with shifting deadlines
• Flexibility and willingness to expand beyond the traditional Service Delivery Management approach
• Relevant experience with utilizing ticketing tools, along with a solid grasp of security protocols
• Knowledge of networking and cloud technologies is an advantage
• Experience in in-depth contract management is advantageous

Additional Information

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