Service Delivery & Escalation Manager (REF5908F)

About the role

We are looking for a Service Delivery & Escalation Manager to support the reliable delivery of IoT services. In this role, you will coordinate operational topics, manage escalations, and bring the right teams and stakeholders together to resolve issues and move work forward.

You will work closely with operational teams, technical specialists, Service Delivery Managers, partners, customers, and management. The role combines operational coordination, clear stakeholder communication, and project management.

Key responsibilities

• Operational coordination: Coordinate operational topics across team leadership, service desk, and specialist teams. Align priorities, clarify ownership, track follow-up actions, and ensure that relevant updates are shared with the appropriate stakeholders.
• Escalation management: Receive and assess escalations from internal teams, partners, and customers. Analyze the situation, identify appropriate next steps, coordinate resolution activities, manage stakeholder communication, track progress, and maintain comprehensive escalation documentation.
• Incident coordination: Support internal coordination during major incidents and other priority incidents. Bring together the relevant subject matter experts and service teams, facilitate focused discussions, track actions and progress, and support the preparation of customer updates.
• Project management: Manage projects and initiatives assigned by management from initiation to completion. Identify stakeholders, clarify roles and responsibilities, coordinate meetings and deliverables, maintain project documentation, and monitor progress against agreed objectives.
• Stakeholder communication: Act as a coordination point between operational teams, technical experts, service management, partners, customers, and management. Ensure that updates, decisions, and actions are communicated clearly and consistently.
• Operational support: Contribute to additional operational and organizational activities as business priorities require.

Requirements

• Several years of experience in service delivery, IT operations, incident or escalation management
• Experience coordinating work across multiple teams and stakeholders, including in situations with competing priorities.
• Strong organizational skills and the ability to manage follow-up actions, deadlines, and documentation.
• Clear and structured communication skills, including the ability to summarize complex situations for different audiences.
• Confidence facilitating meetings and keeping discussions focused on decisions and next steps.
• A pragmatic, proactive approach to identifying risks, gaps, and actions needed to move an issue forward.
• Ability to understand technical incident descriptions, assess their potential service impact, and communicate effectively with technical specialists.
• Strong German and English language skills.

Nice to have

• Experience with IoT platforms, connected devices, or telecommunications services.

As Hungary’s most attractive employer in 2025 (according to Randstad’s representative survey), Deutsche Telekom IT Solutions is a subsidiary of the Deutsche Telekom Group. The company provides a wide portfolio of IT and telecommunications services with more than 5300 employees. We have hundreds of large customers, corporations in Germany and in other European countries. DT-ITS recieved the Best in Educational Cooperation award from HIPA in 2019, acknowledged as the the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.