Process Manager

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.