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Head of Service Operations (w/m/d) Job Opening In Düsseldorf – Now Hiring Mobilfunk GmbH


Job description

Ihre Aufgaben

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
  • Das wünschen wir uns

  • 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%).
  • Was wir Ihnen noch sagen möchten

  • 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
  • Required Skill Profession

    Operations Specialties Managers


    • Job Details

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    Are You Looking for Head of Service Operations (w/m/d) Job?

    Great news! is currently hiring and seeking a Head of Service Operations (w/m/d) to join their team. Feel free to download the job details.

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Mobilfunk GmbH adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Germany laws and regulations

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