Process Manager (m/f/d)

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.

Purpose

Performs tasks related to the respective production processes. Coordinates and controls processes according to valid standards in order to increase the efficiency of service activities and customer satisfaction. Designs and produces internal and external reports related to process management. Coordinates and organizes activities related to daily operational tasks and small team projects on a regular basis. Provides active on-site support, training, and development activities for other colleagues. Identifies gaps and deviations in existing processes and instructions and actively defines and implements improvements. Ensures governance of process management within the unit or company. Proposes and implements changes in processes or sub-processes according to valid standards in order to increase the efficiency of service activities. Provides consultancy in assigned processes. Prepares and controls optimization measures related to processes and reporting.

WHAT WILL YOU DO:

• Challenge the quality of production processes to ensure Zero Outage targets
• Manage teleconferences with all required participants to coordinate actions related to process topics
• Manage continual service improvement activities to increase customer satisfaction
• Manage process-related projects to ensure Continuous Improvement on DTAG level
• Lead and build respective process communities to increase awareness to expected levels
• Manage alignment between process and operational topics to ensure proper communication
• Manage regular KPI reviews and set up actions in case of deviations to maintain expected quality levels
• Provide coaching and consultancy related to assigned processes to support knowledge sharing

Role Specific Responsibilities

As a Quality & Process Manager, you'll be responsible for monitoring service quality, identifying process weaknesses, and driving continuous improvement initiatives. The role focuses on optimizing operational processes, reducing SLA breaches, and ensuring high service quality in collaboration with internal teams and external partners.

Additional responsibilities include:

• Analyze service quality and performance using KPI dashboards, SLA/OLA reports, NPS, trend analysis, and incident analysis
• Identify weaknesses and define suitable improvement measures
• Coordinate and follow up on actions to ensure sustainable quality improvements
• Support the reduction of SLA breaches and help improve customer satisfaction
• Work closely with business teams, service providers, and internal/external partners
• Support the standardization of reporting and quality management processes
• Contribute to process optimization activities together with E2E owners
• Create and maintain work instructions and emergency procedures
• Identify process gaps and support the reduction of operational risks

YOU WILL SUCCEED IF YOU:

Education

• hold Master degree

Experience

• have relevant experience in Process-, Organisation-, and Quality Management
• have experience in service quality management, KPI analysis, and SLA/OLA management
• have experience in implementing improvement measures and process optimization initiatives
• have experience with reporting, dashboards, and data analysis
• have project management experience is an advantage
• have experience in international and intercultural environments is an advantage

Certification

• ITIL Foundation certification is an advantage
• Higher ITIL certification level is an advantage

IT Technical Skills

• MS Office / Excel, PowerPoint, Outlook – Advanced
• PC skills / HW, SW / – Advanced
• Good knowledge of reporting tools, dashboards, and data analysis
• Basic understanding of IT service and operational processes

Soft Skills

• Effective communication skills
• Analytical thinking
• Presentation skills
• Organisational skills
• Flexibility
• Stress resistance
• Structured, independent, and solution-oriented way of working
• Ability to identify trends and patterns in larger data sets
• High level of quality awareness and personal initiative

Other Skills

• Ability to work autonomously
• Project management mindset
• Ability to drive topics proactively and ensure implementation of actions
• Ability to translate data and findings into concrete actions
• Ability to work independently as well as part of a team
• Ability to multitask, prioritize tasks, and meet deadlines
• Ability to use logic and reasoning to identify solutions to problems
• Independent approach to solving tasks and challenges

Languages

• English – Upper intermediate (B2)
• German – Upper intermediate (B2)

Other criteria or requirements

• Strong German language skills are required, as the role involves regular communication and coordination with German-speaking stakeholders
• Experience with IT operations across multiple layers (e.g. application operations, OS operations, network, storage, etc.)
• Knowledge of 2nd-Level Individual Services environments (Inhouse Services I–IV) is considered an advantage
• Proactive and customer-oriented mindset
• Responsibility and reliability
• Good communication and coordination skills
• Strong analytical skills to identify issues and root causes
• Flexibility and willingness to support operational topics when required

Possible Specialisation

Specialization in process and quality analysis with focus on KPI dashboards, SLA/OLA monitoring, trend analysis, and continuous service improvement. Strong focus on operational process optimization and quality management within service-oriented environments.

Knowledge of 2nd-Level Individual Services environments (Inhouse Services I–IV / SOP) is considered an advantage.

Benefits

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Salary

Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1270 € /brutto.

Additional information

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