Service Delivery & Escalation Manager (REF5908F)

About the role

We are looking for a Service Delivery & Escalation Manager to support the reliable delivery of IoT this role you will coordinate operational topics manage escalations and bring the right teams and stakeholders together to resolve issues and move work forward.

You will work closely with operational teams technical specialists Service Delivery Managers partners customers and management. The role combines operational coordination clear stakeholder communication and project management.

Key responsibilities

• Operational coordination: Coordinate operational topics across team leadership service desk and specialist teams. Align priorities clarify ownership track follow-up actions and ensure that relevant updates are shared with the appropriate stakeholders.
• Escalation management: Receive and assess escalations from internal teams partners and customers. Analyze the situation identify appropriate next steps coordinate resolution activities manage stakeholder communication track progress and maintain comprehensive escalation documentation.
• Incident coordination: Support internal coordination during major incidents and other priority incidents. Bring together the relevant subject matter experts and service teams facilitate focused discussions track actions and progress and support the preparation of customer updates.
• Project management: Manage projects and initiatives assigned by management from initiation to completion. Identify stakeholders clarify roles and responsibilities coordinate meetings and deliverables maintain project documentation and monitor progress against agreed objectives.
• Stakeholder communication: Act as a coordination point between operational teams technical experts service management partners customers and management. Ensure that updates decisions and actions are communicated clearly and consistently.
• Operational support: Contribute to additional operational and organizational activities as business priorities require.

Qualifications :

Requirements

• Several years of experience in service delivery IT operations incident or escalation management
• Experience coordinating work across multiple teams and stakeholders including in situations with competing priorities.
• Strong organizational skills and the ability to manage follow-up actions deadlines and documentation.
• Clear and structured communication skills including the ability to summarize complex situations for different audiences.
• Confidence facilitating meetings and keeping discussions focused on decisions and next steps.
• A pragmatic proactive approach to identifying risks gaps and actions needed to move an issue forward.
• Ability to understand technical incident descriptions assess their potential service impact and communicate effectively with technical specialists.
• Strong German and English language skills.

Nice to have

• Experience with IoT platforms connected devices or telecommunications services.

Additional Information :

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.

Remote Work :

No

Employment Type :

Full-time