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Group Lead B2X Service Management (m/f/d)

Date: 26-Nov-2022

Location: MÜNCHEN, Germany

Company: Telefonica S.A.

Contract type: full-time/part-time, unlimited/limited 
Location: Munich, Düsseldorf, Berlin (Teltow), Nuremberg, Hamburg 
Entry: At the earliest possible date 
Working anywhere. After a successful application process, you have the opportunity to work anywhere in Germany. You will be assigned to the nearest Telefónica location according to your place of residence. We will discuss further details with you during the application process. 


What are your challenges with us? 

  • Accountable for Service Delivery performance of partners and internal units across the entire IT landscape, carrying responsibility for E2E service availability, MTTR and service quality and for managing SLAs with business units by means of corresponding back-to-back agreements (E2E service responsibility)
  • Responsible for the customer-specific service processes and the continuous development of the service portfolio together with the business customer (creating value for business) including corresponding relationship management
  • Responsible for overarching vendor management, ensuring regular reviews of SLAs with internal and external partners, focusing on the continuous optimization and improvement of services
  • Interface between Service Operations and business customers, responsible for customer success and for actively managing customer expectations (business/IT alignment)
  • Interface between Service Operations and DevOps teams / service providers, active monitoring of service delivery based on defined key figures, metrics and reports (e.g. Availability KPIs, Performance KPIs, Incident & Problem Resolution KPIs) and follow-up in case of deviations
  • Developing, analyzing and evaluating service KPIs and deriving appropriate measures to meet and continuously improve service targets
  • Focus on identifying and automating use cases, run-books, health checks and complete work flows to ensure efficient and highly performant operations
  • Responsible for enabling and supporting Continuous improvement by identifying structural challenges and issues, by identifying improvement measures and continuous quality controls, and through a continuous focus on process optimization
  • Active initiation and management of change processes, responsible to drive RFQ/RFP from an Operations perspective in relation to the area of ownership
  • Personnel responsibilities, including, but not limited to the continuous optimization of the organizational structure and its alignment to business objectives, talent development and retention, staff succession and backup planning, mentoring, coaching and promotion
  • Leadership tasks, in particular structuring and optimizing the team setup, defining objectives, conducting performance reviews and providing feedback and retrospectives including regular communication with employees, performance reviews, salary decisions, disciplinary actions, hiring, etc.


What are you bringing? 

  • Completed university studies or comparable in the field of information processing, communications engineering, electrical engineering, industrial engineering
  • At least 5 years of professional experience in comparable areas of IT or telecommunications
  • Detailed knowledge of ITIL, ITSM and the relevant operational processes, especially in the incident, problem and change management process
  • Detailed knowledge of staff management acquired through usually at least 5 years of professional experience and further training
  • Experience in the implementation and optimisation of service management processes as well as development of service design and service portfolio
  • Experience in dealing with customers & service providers, preferably experience from wholesale or retail business
  • Experience in managing suppliers and outsourcing partners
  • Experience in implementing change processes
  • Very good negotiation and communication skills
  • High level of resilience, reliability and assertiveness in a dynamic environment
  • Strong team orientation, motivational skills and organisational talent
  • Structured, self-reliant and results-oriented way of working with a high level of initiative
  • High degree of goal-oriented leadership, willingness to shape / give impulses
  • Business fluent in English
  • Good German language skills are an advantage


Your Benefits 

Workplace: Modern and ergonomically equipped offices, as well as an open space and open desk model. 

Communication: A smartphone of your choice for business and private use as well as the possibility to provide for your partner, friends and family via credit is a matter of course for us. 

Catering is taken care of: Free coffee specialties and water are at your disposal at any time as well as a canteen and a cafeteria. 

Individual development: With a personal development plan and continuous training you will reach your goals with us. In addition, with "Beyond" you can also get a taste of other interesting areas by means of job or project rotations.  

Retirement provision: Various models of retirement provision are available to you (e.g. capital-forming benefits, company pension scheme, etc.) 

Social commitment: We are also involved outside the company, you have the opportunity to participate in Telefónica "Volunteering Days" or "Volunteering Holidays", for example. 

Health: Under FEEL GOOD you will find a wide range of offers for your personal health and the compatibility of work and leisure. It ranges from exercise and relaxation programmes, webinars and cooperation projects to a comprehensive range of advice on child and elderly care and psychosocial counselling.


How to apply and what else you should know? 

Convince us with your meaningful curriculum vitae as well as corresponding certificates. You do not need a letter of motivation with us. Please note that applications are only possible via our applicant portal and applications by e-mail cannot be considered. 

Do you have questions about our application process and are you interested in further information about the position? Please reach out to our Talent Operations Team ( 


In case of same qualification, applicants (m/f/d) with severe disability will be preferred. All gender are equally welcome.