Mitarbeiter (m/w/d) Service Level Management - Telekommunikation

About 1st solution consulting GmbH

We, 1st solution consulting GmbH, have been successfully on the market for over 25 years, helping our clients in the areas of Staffing & Recruiting, Consulting, and Service & Solutions.

For our Service & Solutions division, a dynamic business area with flat hierarchies, we are looking for a "Mitarbeiter (m/w/d) Service Level Management - Telekommunikation" (Employee (m/f/d) Service Level Management - Telecommunications) in permanent full-remote employment as soon as possible.

What We Offer:

• A dynamic and dedicated team with a family spirit
• Systematic onboarding to fulfill the demanding and varied tasks
• Above-average compensation
• Flexible working hours and remote work options
• Independent and self-organized work
• Permanent employment
• 30 days of vacation per year

Your Responsibilities:

• Responsibility for Service Level Management within our customer projects in the telecommunications environment
• Definition, maintenance, and further development of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Ensuring compliance with agreed service levels in close cooperation with specialist departments and service providers
• Monitoring and reporting of relevant key performance indicators (KPIs) and derivation of suitable optimization measures
• Analysis of service deviations and coordination of improvement measures
• Moderation of regular service review meetings with customers and internal stakeholders
• De-escalation management and continuous service improvement
• Support with audits, quality initiatives, and process improvements
• Close collaboration with Incident, Problem, and Change Management

Our Requirements:

• Experience in Service Level Management, ideally in the telecommunications environment
• Experience in dealing with business customers
• Very independent way of working and high self-motivation
• Quick comprehension
• Strong understanding of SLA structures, KPIs, and service reporting
• Analytical and conceptual skills as well as a structured way of working
• High service orientation and strong communication skills at all levels
• Very good German and good English skills