Operations Manager with German

Náplň práce, právomoci a zodpovednosti:

​As an Operations Manager in the Premium Support Center (PSC) at CANCOM, you will be responsible for the end-to-end service delivery of both basic and premium support services for our customers. Your role is central to ensuring operational excellence, service reliability, and continuous improvement across our support environment.​

• Lead and coordinate operational services, ensuring delivery aligns with agreed timelines and quality expectations.
• Serve as the OPM within a collaborative team environment supporting customer operations.
• Analyze, optimize, and document internal processes to improve quality, cost efficiency, and output.
• Support Service Management in maintaining and enhancing high service standards for customers.
• Create and fine-tune dashboards and reports for internal stakeholders and management.
• Drive effective Problem Management processes to identify root causes and prevent recurring issues.
• Identify and measure Key Performance Indicators (KPIs) across operational processes.
• Provide operational support and consultation during internal and external audits, as well as in project environments
• You will be actively involved in managing and improving several core ITIL-based processes, including Incident Management, Problem Management, Change Management, Service Request Management
• Other relevant ITIL processes aligned with service excellence

Zamestnanecké výhody, benefity:

• Flexible working time to support work-life balance
• Parking spaces available in Aupark or travel ticket reimbursement in Košice
• Option for home office to enhance productivity
• Access to the newest equipment including ZBook, Microsoft Surface, Apple MacBook, and iPhone
  
• Complimentary drinks and fresh fruit available in the office
• Meal Allowance fully covered by the employer
• MultiSport Card for access to various fitness facilities
• Engaging company events, including sports activities, functional training, poker parties, and various games
• Employee referral program offering bonuses for successful hires
• Opportunities for further education through Cancom Academy
• Occupational Disability Insurance for added security
• Access to an internal travel agency for business travel planning
• Employer-funded pension plan for future financial security
• Health and wellness programs to promote a healthy lifestyle
• Regular team-building activities to foster collaboration
• Workplace wellness initiatives, including mental health support
• Performance bonuses and recognition programs
• Discounts on company products and services

Požiadavky na zamestnanca:

• Experience in operations management, service delivery, or process optimization within an IT support or shared services environment
• Strong working knowledge of ITIL best practices (certification is a plus).
• Very good German and English skills are essential (B2, both in written & spoken)
  
• Proficiency in service monitoring and reporting tools (e.g., Excel, Power BI, ServiceNow, or similar platforms).
• Analytical mindset with a structured approach to process improvement and documentation.
• Proven experience handling critical issues, escalations, and high-stakes service environments.
• Excellent interpersonal and mentoring skills with the ability to work cross-functionally.
• Strong communication skills in both verbal and written formats