Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.
T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.
Let us together shape the world of tomorrow!
Takes overall responsibility for the planning and coordination of SBO operation, ensuring that procedures are observed and according to ITIL process. This is to ensure service objectives and KPIs are met.
Responsible for incident solving and assignment to minimize and eliminate potential downtime that would affect the customer’s business which may result in loss of revenue.
Responsible for successful request implementation to ensure that the customer’s requests are delivered within the SLA and up to the customers’ expectations.
Responsible for successful change implementation ensuring that the change does not cause any service interruption and is completed within the change window.
Responsible for keeping the customer updated with the progress of incident/request/change management tickets with the aim to manage the right expectations thus avoiding any potential negative feedback from the customer.
Responsible to provide task-to-task handover list (shift model) to ensure that knowledge and work already done are preserved when the new shift starts, eliminating the need for duplicate work and to avoid customer frustration.
Provides Customer orientated services that contribute to the growth of the account.
Customer specific engagements which will in turn show the customer T-Systems’ level of professionalism to gain trust which is one of the crucial factors in account sustainability.
Operational documentation that exist to maximize productivity and minimize mistakes:
Develops and prepares to completion with formal sign-off to be used with incident/change/request management activities thus abiding with T-Systems’ operational excellence requirements.
Evergreen as and when required ensuring the information is current, eliminating possible version specific errors and also to conform to T-Systems’ operational excellence that mandates operational documentation to be updated every 6 months.
Maintains an understanding of ITIL processes including T-Systems’ specifics to ensure that actions are governed by international standards.
Ensures that best practices (guiding principles) are executed in accordance to T-Systems’ standards thus conforming to strict quality standards ensuring deliverables of highest standards.
To closely monitor that T-Systems' contracted obligations are delivered to customers and ensure that proper customers’ expectation are achieved.