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Head of Service Integration (SIAM) & Continuous Improvement (m/f/d)

Date: 10-Jun-2022

Location: MÜNCHEN, Germany

Company: Telefonica S.A.

Contract type: full-time, unlimited
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.


Who we are?
We are o2/Telefónica - with our mobile brands we connect millions of people and offer our customers mobile freedom in the digital world. As a leading telecommunications provider, we are also playing a key role in shaping digitisation in Germany. Our fixed and mobile networks form the backbone for the digital transformation of the economy and society. And our approximately 8,000 employees in Germany drive the transformation forward every day - in our own company as well.


Telefónica is one of the top employers in Germany and is part of the global telecommunications group Telefónica S.A. with 114,000 committed employees worldwide. 


You too can become part of our unique team and let us make a difference together!


Objective of this job: The Head of SIAM (Service Integration and Management) & Continuous Improvement is a complex role within the fast-paced Technology Domain responsible for managing Operations and for service integration across IT, as well as integrating IT with Network. The role is responsible for managing our main SIAM partner and coordinate activities across the IT vendor landscape and is accountable for E2E, 24/7 Major Incident Management and Operational Crisis Management. This role will ensure SLA/KPI compliance covering all Technology pillars, also focusing on structuring, managing and synchronizing all SIAM activities within the scope of Service Operations.


What are your challenges with us?

  • E2E responsible for SIAM, including Operational Performance, SLA/KPI compliance, cross-function collaboration, and cost efficiency, as well as for all ITIL processes, including Incident, Problem, Change, Release and Configuration Management across IT, and for seamless integration with Network functions.
  • Responsible for delivering customer success, incl. customer governance and SLA/ KPI mgmt. (incl. availability, and customer success index in operations, supplier governance cross-domain and cross-technology). The role will focus on establishing and maintaining the relationship with Business across all segments, B2C, B2B and B2P.
  • Delineates duties, fosters collaboration and coordination between vendors, also defining standard metrics for vendor performance. Builds mutually beneficial relationships within the Partners and is responsible for the E2E partner and vendor governance across Technology, with a focus on cross-functional integration.
  • Takes ownership of the 24/7 Major Incident Management across IT, is accountable for Incident Response and E2E Meantime to Restore, being also responsible for timely identification and management of any Operational Crisis. 
  • Drives Continuous Improvement , incl. designing and implementing a CI framework that integrates all IT functions and overarches the whole of Technology. Manages IT service quality & service, process, tooling optimization.
  • Responsible for Release management, including E2E Production rollout management. and integration with Demand and Roadmap management, as well as Operational Change Management and other processes.
  • Supports overarching operational readiness activities with regards to service, technology, process and staffing dimensions (all with a focus across domains) 
  • CAPEX and OPEX budget ownership and a steering responsibility of externally outsourced budget 


What are you bringing?

  • 5+ years of both strategic and hands-on experience in a Service Operations Center with focus on Service Integration and Management, Supplier Management and Continuous Improvement
  • Strong multiple-year and large-scale project exposure to Operational Excellence topics 
  • IT E2E delivery of both waterfall and agile release mgmt and scale agile independent deliveries 
  • Visionary view to develop and drive vendors and partners product roadmaps, with capabilities to manage multiple external vendors on a daily basis with the clear mission to further improve collaboration and performance
  • Proven experience in DevOps and transition from waterfall to agile, in large scale transformation and outsourcing/ externalization steering
  • Telco experience preferred but not a must
  • 5+ years in managing and developing teams 
  • 5+ years in budget management, partner management and contract management
  • Team player who can interface at all levels within the organization and effectively manage stakeholders
  • Experience on managing multi-cultural, high-performance teams
  • English fluently (written and oral), German (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.