Head of Service Operations (w/m/d)

These are your tasks

Are you ready to take the helm in a key role? We're seeking a dynamic "Team Leader Service Operations" to ensure the utmost customer satisfaction in Europe's first fully virtualized mobile network.

Your Mission:

• You'll oversee our "Managed Services Partners," focusing on exceptional customer satisfaction through quantitative and qualitative SLAs/KPIs ("SLA Management").
• Smooth implementation and continuous improvement of incident, change and problem management processes will be in your hands, minimizing customer impact and reducing recovery times (24/7).
• You will drive the expansion of our monitoring/alarm framework, forming the foundation for efficient service control in a rapidly growing mobile network.
• You will drive the problem management for some important cases.
• As part of the governance, you'll assume designated roles/participation obligations (e.g., RCA Service Review).
• Providing information on operational status, disruptions, causes, actions, and escalations in case of exceeded timeframes will be your responsibility.
• You will confidently create, interpret, and comment on complex management and ad hoc reports.
• You are leading a small team of service managers.
• You act as the role model to the complete operations team by constantly raising the bar towards ultimate operational excellence.
• You will report to the Head of 5G Network Operations

Your skills

• Completed technical degree or equivalent qualification.
• Professional and leadership experience in the operations field, preferably in the telecommunications industry.
• Familiarity with 5G Core network structure (UPF, SMF, PCF, AMF, etc.) and different interfaces with IP, Cloud, and RAN.
• Strong experiences & participating in troubleshooting for major incidents.
• Deep understanding of network performance KPIs (Call DR, CSSR, pMOS, DL/UL, VoWiFi, VOLTE, messaging, etc.).
• You are assertive and energetic.
• Experience in complex IT/telecommunications environments and in managing partners/suppliers.
• Your customer focus and pursuit of continuous improvement set you apart.
• Familiarity with ITIL processes, particularly in change, incident, and problem management.
• Excellent communication and teamwork skills.
• Calm and pragmatic even in escalation scenarios.
• Strong analytical skills.
• Very good written and spoken English and/or German skills.
• Willingness to travel (up to 25%).

Our benefits

• 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