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Head of Service Management

Location: Hamburg, Germany

Telio is seeking an experienced and dedicated Head of Central Service who is directly reporting to the Group CTO. In this role you will be strategically developing and leading the global service function of Telio. Thereby you will be responsible for the operational excellence of the 1st and 2nd level service operations to ensure service availability, quality of service, and total client satisfaction.

Moreover, you will offer responsive, proactive, trusted support on all service-related matters within the Telio organization and towards clients. You will be responsible for efficiently organizing the 1st level service desks to enable them to offer helpful support to customer issues. Additionally, you will manage the fleet of service and field technicians to guide them to deliver fast, state-of-the-art hardware exchanges and repairs.

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Responsibilities

  • Define, roll-out, monitor and continuously develop and optimize all service-related processes within the Telio Group as well as with clients to drive organizational efficiencies
  • Coordinate seamless ticket escalation and collaboration between service functions
  • Define, roll-out and monitor all service guidelines/policies within the Telio Group
  • Be responsible for service delivery to support the customer (service requests, incident management, etc.) and compliancy to SLAs and internal/external requirements
  • Set up comprehensive KPIs, service data and reporting structures which translate into continuous improvement
  • Write reports & initiate knowledge transfer to other units
  • Regularly align with product development
  • Be responsible for business delivery and budget (including revenues and costs)
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Your profile

  • Minimum of five years of professional experience in similar roles
  • University degree in Engineering or Economics or similar with very good grades
  • Excellent knowledge of MS Office
  • Working in international and multi-cultural environment
  • Good knowledge and experience in project management and respective planning as well as disposition of staff
  • Excellent English skills (verbal and written), preferably knowledge of another language
  • Readiness to travel internationally
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Reason to join

We are offering:

  • A stable yet very diverse working and technical environment
  • Professional challenges, exciting, diverse tasks
  • Relaxed atmosphere, steady, supportive international team
  • Easily accessible modern office with good infrastructure

Interested in joining our team?

If so, we look forward to receiving your application.

Please send your complete application documents with details of your salary requirements and earliest possible starting date to Ms. Alexandra Aghenie at jobs.headoffice@tel.io          

Phone: +49 40 2288 2030 

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Professionalism

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Flexible working hours

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Home office possibility

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International team

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Cozy modern office

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Good infrastructure

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Fresh fruits

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Free drinks

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Team events

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Dog-friendly office

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Bike to work

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Company pension

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Diversity

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Equal opportunity employer