Service Manager Operations 5G (w/m/d)

1&1 Telecommunication SE; Düsseldorf; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Attractive salary

Trusted working hours

Flexibility in mobile work

Numerous training opportunities

Discounts on company products

Zusammenfassung

A telecommunications company in Düsseldorf is looking for an Area Service Manager to define strategies for service operations and improve customer experience. Responsibilities include translating customer complaints into actionable requirements and securing efficient problem resolution processes. Ideal candidates will have strong analytical skills and experience in service management. This position offers flexible working hours and numerous training opportunities.

Qualifikationen

• Strong analytical skills required.
• Experience with Service Management and/or Operations desired.
• Strong technical background in Core, IP, or Cloud is advantageous.
• Technischer Hintergrund in Core/IP/Cloud von Vorteil.
• Kenntnisse zu End-to-End Call- und Data-Flows in komplexen Netzen.

Aufgaben

• Define strategy for Service Operations from the customer's perspective.
• Translate customer complaints into requirements.
• Ensure effective problem resolution processes for customer issues.
• Sicherstellen eines effektiven Problemlösungsprozesses für 1&1-Kund*innen.
• Netzwerkverbesserungen und Automatisierung in Zusammenarbeit mit Engineering, Partnern und Stakeholdern leiten.
• Schnittstelle zu Customer Operations und Unterstützung bei netzwerkbezogenen Endkundenbeschwerden.
• Prozesse und Verfahren im Partnernetzwerk vorantreiben.

Kenntnisse

Strong Analytical Skills

Solution Oriented

Experience with Service Management

Knowledge of TM Forum

Leadership skills

Multi Stakeholder Management

Führung/Stakeholder-Management

Jobbeschreibung

Area Service Manager (m/w/d) Netzwerkausbau Servicefirmen

Düsseldorf, North Rhine-Westphalia, Germany

Stellenbeschreibung

• You define a strategy and introduce a concept for Service Operations from end customer point of view.
• You are able to translate Customer Complaints into requirements for enhancing observability and monitoring solutions.
• You are able to translate technical resolutions into therapies for customer care agents.
• You will secure and safeguard an effective and efficient problem resolution process for issues that 1&1 customers report towards the 1&1 Mobile Network.
• You are owning and driving Network Improvements and Automation in close collaboration with Engineering, 1&1 Mobilfunk partners and vendors, and internal stakeholders.
• You own the Interface towards 1&1 Customer Operations and support resolution of end customer complaints from the network perspective.
• You Drive needed process and procedural improvements throughout the Partner Network.

Profilbeschreibung

• Strong Analytical Skills
• Solution Oriented
• Experience with Service Management and/or Service Operations
• Deep knowledge and experience with TM Forum
• Strong technical background in Core, IP, and/or Cloud is a strong advantage
• Strong knowledge of E2E Call and Data Flows in complex networks
• Strong Leadership skills and Multi Stakeholder Management

Wir bieten

• Attractive salary
• Strong community of team players
• Trusted working hours with flexible scheduling and the possibility of working mobile up to 40%
• Numerous further training opportunities online and offline
• Discounts on 1&1 products and various leisure activities