Head of Service Operations (w/m/d)

Über uns 1&1 gehört mit über 3.200 Mitarbeitenden und fast 16 Millionen Kundenverträgen zu den führenden Telekommunikationsanbietern in Deutschland. Mit Pioniergeist, ungewöhnlichen Ideen und kreativen Teams haben wir eine führende Marktstellung im Mobilfunk und bei Breitband-Anschlüssen erobert. Durch die Kombination des über 50.000 km langen 1&1 Glasfasernetzes und regionalen Netzen schaffen wir das weitreichendste Glasfasernetz Deutschlands. Außerdem bauen wir das modernste 5G-Netz Europas, auf der Basis der neuartigen Open-RAN-Technologie. Mit offenen Schnittstellen und 5G-Funktionen in einer leistungsfähigen Cloud-Infrastruktur. Schreiben Sie die 1&1 Erfolgsgeschichte fort. Werden Sie Teil von 1&1. 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

Jetzt online bewerben

Vielfalt bereichert. Unterschiedliche Kulturen, Nationalitäten, Geschlechter, Altersgruppen, sexuelle Orientierungen und Religionen sowie Menschen mit Behinderungen – wir wünschen uns Vielfalt und fördern sie. Denn nur Teams, die alle Facetten der Gesellschaft widerspiegeln, bieten die besten Rahmenbedingungen für Kreativität und machen ein Unternehmen produktiv und unverwechselbar. Wir wertschätzen Vielfalt und begrüßen alle Bewerbungen.