Head of Service Management

vor 7 Monaten

Hamburg, Deutschland Telio Management GmbH Vollzeit

**Your mission**:

- Define, roll-out, monitor and continuously develop and optimize all service-related processes within the Telio Group as well as with clients to drive organizational efficiencies
- Coordinate seamless ticket escalation and collaboration between service functions
- Define, roll-out and monitor all service guidelines/policies within the Telio Group
- Be responsible for service delivery to support the customer (service requests, incident management, etc.) and compliancy to SLAs and internal/external requirements
- Set up comprehensive KPIs, service data and reporting structures which translate into continuous improvement
- Write reports and initiate knowledge transfer to other units
- Regularly align with country managers, IT and product development
- Be responsible for business delivery and budget (including revenues and costs)

**Your profile**:

- Minimum of five years of professional experience in similar service role
- University degree in Engineering, IT or Economics or similar with very good grades
- Excellent knowledge of MS Office
- Experience in working in an international and multi-cultural environment
- Good knowledge and experience in project management and respective planning as well as disposition of staff
- Excellent German and English skills (verbal and written), preferably knowledge of another language
- Readiness to travel internationally

**Why us?**:

- A stable yet very diverse working and technical environment
- Professional challenges, exciting, diverse tasks
- Continuous professional development and training with career growth opportunities
- Relaxed atmosphere, steady, supportive international team
- A high level of autonomy
- Flexible working hours and home office days

**About us**:
Telio is a medium-sized, internationally active, rapidly growing company in the field of telecommunications and IT services in the prison sector. As the European market leader, we have been providing communications solutions for prisons and their inmates worldwide for 25 years. With more than 260 employees, we are active in 23 countries and develop, install and operate communication and media systems that make an important contribution to resocialization in prisons as well as in correctional facilities.

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