Present in the market under the Deutsche Telekom IT Solutions brand name, IT-Services Hungary (ITSH) is a subsidiary of the Deutsche Telekom Group and is the largest ICT employer in Hungary. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 4500 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary’s independent survey and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.

Join Our Team as a Service Hub Owner – Empower the Future of Workplace Support!

Are you an experienced servant leader with a proven track record in Enterprise Workplace Services? Do you thrive in driving customer-centric solutions while maximizing cost efficiency? We invite you to take the helm as the Service Hub Owner and shape the future of user support within our dynamic global organization.

About Us: At Deutsche Telekom, we are committed to delivering an unparalleled service for our diverse customer base. Our User Support Service Hub is at the heart of this commitment, offering a unified support platform that empowers our employees across the globe. With a comprehensive range of services within the Hub including incident and problem management, How Do I support, quality assurance, and order management, we are dedicated to ensuring a seamless and efficient experience for all.

Role Highlights: As the Service Hub Owner, you will lead a global team of approximately 300 talented individuals, with a budget responsibility of over 15 million EUR. Your strategic vision and hands-on leadership will be instrumental in modernizing and automating our user support services, ensuring stability while driving relentless improvements. You will play a pivotal role in shaping the roadmap and vision for the Service Hub, supported by your extensive knowledge of DTAG workplace infrastructure and support services.

Key Responsibilities:

• Lead and inspire a global team to achieve excellence in user support and service delivery.
• Drive the modernization, automation, and transformation of user support services, setting the stage for enhanced user experiences.
• Collaborate with various internal hubs and teams to establish efficient interfaces and processes for seamless service integration.
• Foster a culture of agile principles and innovation, embracing new ways of working to elevate the support experience.
• Develop and maintain strong relationships with key stakeholders, especially on the customer side (e.g., PVG), building a wide DTAG network.

Qualifications:

• Extensive experience in Enterprise Workplace Services, with a focus on user support (service desk, incident and problem management, process automation).
• Active German knowledge is a must
• Proven track record of leading and managing global teams of a substantial scale (approx. 300 employees).
• Strong budget management skills, demonstrating accountability for substantial financial resources.
• In-depth knowledge of DTAG workplace infrastructure, ITIL processes, and interfaces to other hubs.
• Passion for customer-centricity and a results-driven approach, with a commitment to cost efficiency.
• Exceptional decision-making skills, ability to drive relentless improvements, and a reflective mindset.
• Ability to develop sustainable roadmaps and visionary strategies for service hubs.

Why Join Us:

• Shape the future of workplace support on a global scale.
• Lead a dynamic and talented team to new heights of excellence.
• Drive innovation and automation in a supportive and collaborative environment.
• Play a pivotal role in enhancing the user experience for a diverse and international workforce.
• Enjoy a competitive compensation package and opportunities for professional growth.

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.