Experienced Operation Manager (OPM) (REF4593M)

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

• Plans, manage and responsible for the provision of the scope of service in time and quality 
• Works on developing and improving processes 
• Ensure  ITIL processes are kept within the operation
• Ensures the agreed reporting, e.g. according to OLA, SLA/SLO/SLI, etc. 
• Plan and supervise the operating of the given type of services, while maintaining respective service levels
• Monitor the work progress, and handle emerging problems and conflicts 
• Work in close collaboration with service management involved and other connected units, on developing and optimizing processes on priorities
• Participate in projects, development of new services or demands 
• Ensure, that changes are implemented, and incidents and problems are handled within the undertaken deadlines and at the agreed service levels 
• Monitoring and reporting of SLA / SLO / SLI and KPI metrics 
• Foster a culture of continuous improvement within the service delivery team 
• Identify, recommend and drive the implementation of Service Automation & Digitization initiatives (e.g.: Designs, develops and implements solutions affecting the operation) (SM.NOW processes, automatic ticket opening)
• Responsible for the complete service chain of customer application 
• Handling of escalations, manage urgent and complex issues
• Ensure effective implementation and adherence to the risk management process across operational activities
• Coordinating audits and monitoring audit processes
• Cooperation with cross-functional teams (other LBUs, central teams, operational teams).

Qualifications

• Experience: 3–5 years in IT operations, service delivery, or IT service management.
• Knowledge: Practical understanding of ITIL processes and service management frameworks.
• Tools: Hands-on experience with ServiceNow (SM.NOW), JIRA, Confluence, and MS Teams.
• Languages: Proficient in English (minimum B2 level) with excellent communication skill
• Strong problem-solving and decision-making abilities.
• Capable of managing a high workload and handling escalations effectively.
• Experience in optimizing operational processes and driving automation initiatives.

Additional Information

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