Service Quality Manager (m/w/d/x)

Deutsche Telekom AG; Deutschland; On-site; EUR 45,000 - 60,000; Full time

Job summary

Deutsche Telekom IoT GmbH invites applications for a Service Quality Manager to monitor service quality indicators and influence customer experience. The role emphasizes agile collaboration, process optimization, and knowledge management within the IoT ecosystem.

You will analyse disruptions, develop E2E monitoring, and drive training content alongside stakeholders and hosting partners, leveraging ITIL, 4G/5G expertise, Kibana/ELK, and ticketing systems.

Qualifications

• Degree in IP-VPN, Quality Management or Service Level Management (SLM), or equivalent vocational training with several years of experience.
• Strong fault analysis and ITIL capabilities.
• Experience in continuous process improvement and training development.
• Knowledge of 4G/5G networks and network protocols (TCP/IP, BGP).
• Experience with Kibana/ELK and ticketing systems (HPSM, CASM, Jira).
• Automation of customer-specific configurations; Juniper MX IP Sec GW and PGW know-how.

Responsibilities

• Monitor selected service quality indicators and assess effects on customer experience.
• Analyse errors in service disruptions and perform weak point analysis of processes.
• Develop E2E monitoring solutions and knowledge management; optimise contract structures.
• Identify stakeholder training needs and develop content.
• Work on supplier benchmarks and implement measures to improve hosting partner performance.
• Manage sub-projects and drive process improvements across the service chain.

Skills

Fault analysis

Process improvement

Training programs

Training and development

ITIL capabilities

4G/5G networks

TCP/IP

BGP

Kibana/ELK

Ticketing systems (HPSM CASM Jira)

Automation of configurations

Juniper MX IP Sec GW

Mavenir/Huawei PGW

Education

Degree in IP-VPN/Quality Management/SLM

Tools

Jira

Kibana

ELK

HPSM

CASM

Job description

# Service Quality Manager (m/w/d/x)Bamberg, Bonn, Magdeburg, MünsterJunior entryRegularDeutsche Telekom IoT GmbH## About this job**Deutsche Telekom IoT GmbH** The Internet of Things (IoT) isn't just a buzzword. DAX companies and SMEs, all industries and sectors are equally encouraged to digitize their production chains and develop new business models from them. Around 30 billion “things” — such as cars, refrigerators or elevators — are currently connected via the Internet worldwide. And we're just getting started. As Deutsche Telekom IoT GmbH, we are helping to shape digitization.To drive digitization forward with IoT, we are looking for pioneers of innovation who feel comfortable in an agile environment and are passionate about finding digital and innovative solutions for our customers. Are you #DABEI?**task description** As a service quality manager, you monitor selected service quality indicators, including the effects on the customer experience in the area of responsibility. You will be involved in identifying needs for action and developing E2E monitoring solutions.Your main tasks also include:* You will analyse errors in service disruptions and identify errors on technical systems and work on weak point analysis for service or process chains as well as in the identification and preparation of new methods in the area of responsibility* You will be involved in optimising contract structures and developing knowledge management* You identify and consolidate stakeholders' needs for training content and methods* You work on supplier benchmarks and in implementing measures to improve the performance of hosting partners* You work on projects and manage sub-projects**requirements** You have a degree (IP-VPN, Quality Management, Service Level Management (SLM)) or completed vocational training combined with several years of professional experience in the field of service quality management.You also have the following knowledge and skills:* Very good knowledge of fault analysis* In-depth experience in continuous process improvement* Development of training programs* In-depth experience in training and development topics* ITIL capabilities* Knowledge of 4G/5G mobile networks* network protocols (TCP/IP, BGP)* Network monitoring with Kibana and ELK* ticketing systems (HPSM, CASM, Jira, etc.)* Analytical thinking and problem-solving skills* Mavenir and Huawei PGW Know-How* Automation of customer-specific configurations* Juniper MX - IP Sec GW Know HowYour application can be processed by external service providers in Germany. Applications for jobs outside Deutsche Telekom AG can also be processed by recruiters in other European countries. This also applies to the processing of applications for subsidiaries of Deutsche Telekom AG. For our civil servants, therefore, the following note: You are not required to attach documents relevant to personnel records, in particular civil service assessments, with your application. However, you are free to provide these documents voluntarily.Severely disabled people are given priority if they are equally qualified.