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

Deutsche Telekom; Nordrhein-Westfalen; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Die Deutsche Telekom AG sucht eine erfahrene Fachkraft für Customer Service & Incident Management zur fachlichen Führung des Teams im Incident Handling. Sie koordinieren Eskalationen komplexer Vorfälle, analysieren Fehlerbilder und leiten Root-Cause-Analysen ein.

Sie verbessern kontinuierlich Incident-, Support- und Kommunikationsprozesse, überwachen KPIs und SLAs und arbeiten eng mit internationalen Partnern sowie Fachbereichen zusammen, um End-to-End-Prozesse im europäischen Tolling-Umfeld zu

Qualifications

• Abgeschlossenes Hochschulstudium in Wirtschaftsinformatik, Informatik, Betriebswirtschaft oder vergleichbarer Fachrichtung oder gleichwertige berufliche Qualifikation.
• Mehrjährige Berufserfahrung im Bereich Customer Service oder Service Management.
• Zusätzliche Qualifikationen in PM, Service Management oder Process Management von Vorteil.

Responsibilities

• Führung des Customer Service-Teams im Incident Management.
• Koordination und Bearbeitung komplexer Eskalationen.
• Analyse von Fehlerbildern und Root-Cause-Analysen.
• Kontinuierliche Verbesserung von Incident-, Support- und Kommunikationsprozessen.

Skills

Incident management

Leadership

Root-cause analysis

KPI management

Process improvement

Training sessions

API integrations

Web services

Multilingual

English proficiency

Education

Universitätsabschluss oder gleichwertige Qualifikation

Tools

JSON

XML

Ticketing systems

Job description

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
• Manage sales partner integrations end to end, from initial requirements through to production operations
• Support web service and API integrations
• Coordinate testing, acceptance, and go-live activities
• Ensure complete integration and operational documentation
• 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
• 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
• Analyse von Fehlerbildern sowie Durchführung von Root-Cause-Analysen
• Analyse und Optimierung von End-to-End-Prozessen im europäischen Mautumfeld
• 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

Qualifications

• 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
• 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
• 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

Working Environment

• 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
• Ability to successfully bridge technical and business requirements
• Experience providing functional leadership without direct personnel responsibility