Senior EETS Integration & Customer Service Manager (m/w/d/x)

Telekom; Aachen; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

T-Systems Road User Services GmbH, headquartered in Germany, seeks a Senior EETS Integration Manager to drive customer service excellence and seamless partner integrations across Europe. You will lead incident handling, coordinate escalations, and ensure high-quality service standards while collaborating with sales, finance, and technical teams.

Responsibilities include overseeing end-to-end partner integrations, testing and go-live activities, and training stakeholders on platform use.

Qualifications

• 5–8 years of experience in Customer Service or Service Management.
• 3–5 years of experience in Integration Management.
• Experience with EETS and European tolling environment.

Responsibilities

• Provide functional leadership to the Customer Service team in incident handling.
• Coordinate and manage escalations for complex incidents.
• Analyze error patterns and conduct root-cause analyses.
• Continuously improve incident, support, and communication processes.
• Monitor KPIs, SLAs, and overall service quality.
• Manage sales partner integrations end-to-end from requirements to production operations.
• Coordinate testing, acceptance, and go-live activities.
• Develop training materials and knowledge-sharing content.

Skills

Customer service orientation

Incident management

Stakeholder management

Analytical skills

Communication skills

Education

University degree in Business Information Systems

Project/Process management qualifications

Tools

JSON/XML

Web services/API

Ticketing systems

Job description

Job ID: 893525# Senior EETS Integration & Customer Service Manager (m/w/d/x)AachenProfessionalRegularT-Systems Road User Services GmbH## About this job**T-Systems Road User Services GmbH** As a wholly owned subsidiary of T-Systems International GmbH, T-Systems Road User Services GmbH (TS RS) is responsible for the sales, implementation, and operation of innovative tolling and mobility solutions in Germany and other European countries.For its customers, T-Systems Road User Services GmbH assumes end-to-end responsibility for business process and ICT-specific services. These services are based on solutions tailored to individual customer requirements as well as a proprietary, standardized tolling platform.T-Systems Road User Services GmbH is responsible for the IT and business process operations of tolling systems in Germany and Belgium, the French regions of Alsace and Grand Est, the EETS provider Toll4Europe, and the EETS@BALM front-end systems of the German Federal Office for Logistics and Mobility (BALM).As Senior EETS Integration Manager Customer Service, you are responsible for the successful integration of sales partners into the T-Systems RS platform and for ensuring stable, customer-oriented operations within the European tolling environment.In this key interface role, you work closely with sales partners, Customer Service, technical teams, and internal business units. You lead the continuous improvement of integrations, processes, and service standards.**Key Tasks and Responsibilities** * Customer Service & Incident Management* Provide functional leadership to the Customer Service team in incident handling* Coordinate and manage escalations for complex incidents* Analyze error patterns and conduct root-cause analyses* Continuously improve incident, support, and communication processes* Monitor KPIs, SLAs, and overall service quality**Partner Integration & Platform Connectivity** * Manage sales partner integrations end to end, from initial requirements through to production operations* Assess business and technical requirements as well as technical feasibility* Support web service and API integrations* Coordinate testing, acceptance, and go-live activities* Ensure complete integration and operational documentation**EETS, Process & Quality Management** * Analyze and optimize end-to-end processes within the European tolling environment* Collaborate with EETS Providers, Toll Chargers, and sales partners* Ensure consideration of regulatory, technical, and operational requirements* Develop best practices, standards, and opportunities for automation* Prepare quality analyses, status reports, and decision-making documents**Training & Knowledge Management** * Conduct training sessions for sales partners and their employees* Provide training on platform, support, and incident-handling processes* Develop training materials, guidelines, and knowledge-sharing content* Ensure sustainable knowledge transfer across the organization**Stakeholder Management** * Collaborate closely with Finance, Tolling, OBU Management, Customer Service, Registration, Sales, Partner Management, Toll4Europe, and technical teams* Facilitate business and technical alignment meetings and workshops* Manage escalations and build long-term partner relationships**Skills and Qualifications****Education** * University degree in Business Information Systems, Computer Science, Business Administration, Industrial Engineering, Transportation Economics, Logistics, or a comparable discipline* Alternatively, a technical or commercial vocational qualification combined with relevant additional qualifications and extensive professional experience* Additional qualifications in Project Management, Service Management, or Process Management are an advantage**Professional Experience** * 5–8 years of experience in Customer Service or Service Management* 3–5 years of experience in Integration Management* Several years of hands-on experience in EETS and the European tolling environment* In-depth knowledge of collaboration between EETS Providers, Toll Chargers, and sales partners* Experience with OBU, registration, billing, transaction, complaint, and support processes* Experience managing complex integrations and international partner onboarding* In-depth knowledge of Incident, Problem, KPI, and SLA Management* Experience conducting training sessions and workshops**Technical Skills** * Very good understanding of technical platforms, web services, and API interfaces* Knowledge of JSON and XML* Experience with ticketing, incident management, and support systems* Experience in process analysis, quality management, and continuous improvement**Language Skills** * Working Environment: International and cross-functional* Fluent written and spoken English (mandatory)* Very good command of Dutch, French, or German* Additional European languages are an advantage* What Sets You Apart* Strong customer and service orientation combined with extensive EETS expertise* Structured, independent, and solution-oriented working style* Excellent communication, facilitation, and stakeholder management skills* Strong analytical skills, resilience, and a high level of quality awareness* Ability to successfully bridge technical and business requirements* Assertiveness, diplomatic skills, and intercultural competence* Experience providing functional leadership without direct personnel responsibility* Hands-on mentality with a sustainable focus on knowledge retention and process excellence**Why This Role Is Exciting** * You actively shape the future development of European tolling and mobility services* You play a key role at the interface between Customer Service, partners, technology, and the business* You work in an international and dynamic EETS environment.* You directly influence service quality, partner satisfaction, and business success* You help ensure that critical expertise is retained within the organization over the long term while supporting the sustainable scaling of the EETS businessYour application may be processed by external service providers based in Germany. Applications for positions outside of Deutsche Telekom AG may also be processed by recruiters located in other European countries. This also applies to the processing of applications for positions at subsidiaries of Deutsche Telekom AG. For our employees with civil servant status (\\*Beamte\\*), please note the following: You are not required to include documents relevant to your personnel file—such as official civil servant performance evaluations—with your application. However, you are free to provide these documents on a voluntary basis.In the event of equal qualifications, preference will be given to applicants with a severe disability.