Deutsche Telekom IT Solutions Slovakia
Information Technology And Services
ProcessManager(m/f/d)
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“Process Manager (m/f/d) at Deutsche Telekom IT Solutions Slovakia. Skills: Process management, Quality management, Continuous improvement, Service quality. Perform tasks related to production processes. Coordinate and control processes”
What You'll Achieve.
Increase efficiency of service activities; Increase customer satisfaction; Ensure Zero Outage targets; Ensure Continuous Improvement on DTAG level; Maintain expected quality levels; Reduce SLA breaches; Improve customer satisfaction; Ensure sustainable quality improvements; Support reduction of SLA breaches; Support reduction of operational risks
Industry & Context.
Analytical thinking; Solution-oriented; Identify trends; Identify patterns; Identify issues; Identify root causes; Problem solving
German language skills required
What They're Looking For.
Must Have
Master degree, Relevant experience in Process-, Organisation-, and Quality Management, Experience in service quality management, Experience in KPI analysis, Experience in SLA/OLA management, Experience in implementing improvement measures, Experience in process optimization initiatives, Experience with reporting, Experience with dashboards, Experience with data analysis, German language skills required
Nice to Have
Project management experience, Experience in international and intercultural environments, ITIL Foundation certification, Higher ITIL certification level, Knowledge of 2nd-Level Individual Services environments, Knowledge of SOP
What You'll Do.
Perform tasks related to production processes
Coordinate and control processes
Increase efficiency of service activities
Increase customer satisfaction
Design internal reports
Produce external reports
Coordinate daily operational tasks
Organize small team projects
Provide active on-site support
Provide training for colleagues
Provide development activities for colleagues
Identify gaps in processes
Identify deviations in instructions
Implement improvements
Ensure governance of process management
Propose changes in processes
Implement changes in sub-processes
Provide consultancy in assigned processes
Prepare optimization measures
Control optimization measures
Challenge quality of production processes
Ensure Zero Outage targets
Manage teleconferences
Coordinate actions related to process topics
Manage continual service improvement activities
Manage process-related projects
Ensure Continuous Improvement on DTAG level
Lead process communities
Build process communities
Increase awareness to expected levels
Manage alignment between process and operational topics
Ensure proper communication
Manage regular KPI reviews
Set up actions in case of deviations
Maintain expected quality levels
Provide coaching related to assigned processes
Provide consultancy related to assigned processes
Support knowledge sharing
Monitor service quality
Identify process weaknesses
Drive continuous improvement initiatives
Optimize operational processes
Ensure high service quality
Analyze service quality
Analyze performance using KPI dashboards
Analyze SLA/OLA reports
Analyze trend analysis
Analyze incident analysis
Define suitable improvement measures
Ensure sustainable quality improvements
Support reduction of SLA breaches
Improve customer satisfaction
Work closely with business teams
Work closely with service providers
Work closely with internal partners
Work closely with external partners
Support standardization of reporting
Support standardization of quality management processes
Contribute to process optimization activities
Create work instructions
Maintain work instructions
Create emergency procedures
Maintain emergency procedures
Identify process gaps
Support reduction of operational risks
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal teams; External partners; Business teams; Service providers
Communication Scope
Effective communication; Presentation skills; Communication skills; Coordination skills
Process & Methodology
Project management, Process-related projects, Project management mindset
Full Job Description
Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services. Purpose Performs tasks related to the respective production processes. Coordinates and controls processes according to valid standards in order to increase the efficiency of service activities and customer satisfaction. Designs and produces internal and external reports related to process management. Coordinates and organizes activities related to daily operational tasks and small team projects on a regular basis. Provides active on-site support, training, and development activities for other colleagues. Identifies gaps and deviations in existing processes and instructions and actively defines and implements improvements. Ensures governance of process management within the unit or company. Proposes and implements changes in processes or sub-processes according to valid standards in order to increase the efficiency of service activities. Provides consultancy in assigned processes. Prepares and controls optimization measures related to processes and reporting. WHAT WILL YOU DO: * Challenge the quality of production processes to ensure Zero Outage targets * Manage teleconferences with all required participants to coordinate actions related to process topics * Manage continual service improvement activities to increase customer satisfaction * Manage process-related projects to ensure Continuous Improvement on DTAG level * Lead and build respective process communities to increase awareness to expected levels * Manage align
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