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Service Monitoring Manager (m/f/d)

Datum: 04.06.2022

Standort: MÜNCHEN, Deutschland

Unternehmen: 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! 


What are your challenges with us? 

  • The role is End-to-end accountable for Telefonica IT Monitoring of business processes, supporting components and monitoring quality
  • Define Monitoring strategy, process, and roadmap in close collaboration with stakeholders
  • Support and align selection and introduction of tools and technologies in close collaboration with OSS Team
  • Ensure that all applications are included in business process monitoring at the time of go live and ensure integration into SW development process
  • Ensure all defined services and applications KPI are being monitored
  • Automation of event management to support incident, problem and change management processes towards “zero-touch” and “closed-loop” operation
  • Ensure minimum monitoring and alarming criteria for operational readiness per CI is defined
  • Define, set up and maintain documentation
  • Reviewing and adjustment of monitoring artefacts 
  • Manage success criteria, KPIs and reporting
  • Define monitoring standards like presentation layer and integration into processes like incident and change management
  • Establish object relationships and aggregation of components into business services
  • Set up process for demand management for initialization and maintenance of monitoring during life cycle
  • Drive adherence to maintenance processes by all involved parties (incl. trainings)
  • Liaison with key stakeholders, data suppliers, architecture, dev-ops teams and partners
  • Identify improvement opportunities


What are you bringing? 

  • 5 years’ experience in IT Service Management, ideally with some leadership experience
  • Hands-on knowledge of Monitoring and service management systems and processes
  • Ability to drive outcomes without direct reporting line
  • Experience in driving changes in a complex organization with multiple stakeholders
  • Experience in service monitoring and service architecture
  • Excellent English skills, German skills are desired
  • Strong communication, interpersonal and mentoring skills
  • Ability to work in a cross-cultural, geographically distributed, complex organization


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 (talent-operations


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