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Head of Service Management

T-Systems Slovakia s.r.o.

Place of work
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 steering of service management, process management, reporting resources that coordinate operational excellence services for DTAG ( Deutsche Telekom Aktiengesellschaft) customer as well IT consultants and developers in heterogeneous team set-up.
-The holder leads and coordinates up to 30 employees to meet corporate goals for 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
-Actively steers optimization of services and pursues innovation to improve quality, shorten response time and gain capacity for future portfolio needs.
-Bring new ideas and actively support portfolio enhancement activities.
-Maintain relationships with counterparts and other stakeholders by effective communication.
-Operationally manage critical situations and solve common escalations to provide seamless operation and effective service to clients.
-Project Management for internal/external projects based on agile methodologies.
-Follow and react to common trends in IT.

Quality assurance
-Deliver services/solutions to clients in agreed quality and quantity structure according to agreed contracts (OLA, SLA,SA,DA,...) and KPI’s.
-Continuously improve processes and products/services in assigned area, plan improvements and implement improvements programs.
-Contribute in design and delivery of services within area of responsibility.

Budgets and finances
-Provide inputs to financial and other business plans and effectively coordinate assigned resources to meet financial targets.
-Control finance and efficiency management initiatives across the assigned organizational units and sub-units.

-Actively steer up-skilling of people to address changes in the IT industry (Agile methods, Technical capabilities, Continual Service improvement).
-Motivate and develop people including senior IT experts to drive new approaches, deliver better quality and maintain satisfaction of employees.
-Ensure all people-related regulatory topics (labour code, internal rules & guidelines) are met in the assigned team.
-Actively steer capacity of team resources and quality of employee performance results in coherence with strategy of Telekom IT.

Management scope
-Lead heterogeneous organizational unit with up to 30 members, service management, reporting specialists, SDM´s, IT consultansts and various process functions.
-Plan and control revenues and costs of 850.000€.
-Processes: coordinate delivery of service management ans assurance services to multiple Telekom IT Solutions Units and DTAG.


-University degree preferable in the field of Informatics/Economics

- 2 years in IT in leading Teams
-min. 3 years experience working in IT and/or in customer facing role

Soft skills
- Leadership Skills: Advanced- 3 years
- Interpersonal skills: Advanced- 3 years

English: Upper intermediate (B2)
German: advantage

Other criteria or requirements
-Communication with counter parts and customer representatives.
-Work organization and managing skills, esp. crisis management skills (problem solving, work under pressure).
-People assessment and potential identification during interviews and Assessment Centers for higher expert positions.

Employee perks, benefits

Other benefits
-Cafeteria - individual benefit
-Trainings and development opportunities
-Discounts at various providers in Košice
-Possibility of Home office
-Pension savings contribution
-Meal vouchers contribution
-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

Information about the selection process

Requirements for the employee

Candidates with education suit the position

University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - 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.

040 01 Košice


Contact person: Mgr. Ivana Rešetárová
E-mail: send CV
ID: 3523555   Dátum zverejnenia: 6.6.2019   Základná zložka mzdy (brutto) a ďalšie odmeny:   Minimum salary is 1 125 € brutto + variable part + other financial benefits. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.