To provide support to the Service Manager in the day to day management of the Group Products by driving service improvement activities, KPI analysis, on-boarding activity, and general communication / updates to the team and wider business. The role will provide an interface into stakeholders for non-incident escalations and day to day engagement.
• Accountability for operational and delivery performance, ensuring continued delivery against agreed service levels.
• Manage the service lifecycle regarding the continuously evolving business, technology and operational performance.
• Gain awareness of significant circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, Service Roadmaps and Service Risks in conjunction with IN&R Process teams.
• Drive 3rd Party performance to improve service levels.
• Take ownership for customer performance across the service and drive improvements to strive for best in class performance.
• Clear communication with Service Manager on progress, issues and potential escalations.
• Network Operations tools, processes and practices
• Service Management experience
• Significant drive to move issues to conclusion
• Experience in facilitation and influencing within a support organization
• Organised and delivery focused, planning skills, time efficient and process driven
• Excellent verbal and written English and German language communications skills (C1-C2)
• Good knowledge of Fixed, Mobile, Voice and Data communications technologies and standards
• Proficient in Microsoft Office Suite
• Experience in ITIL Management in general
• Very good knowledge of ITIL Incident and Problem Management
• Work from Home – hybrid approach
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• Flexible Vacation – Take time off when you need it, we trust you
• Special Paternal Program – 4 months of paid paternity leave
