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The role coordinates alignment between the transformation project and operational units, particularly in the areas of Customer Service, eCare, and Finance Operations.
Concrete performance description without reference to individuals:
Development of business strategies and IT concepts to ensure alignment between the project and operations, especially considering time management, quality management, and budget control.
Identification and coordination of necessary interactions between Customer Service Worktype Management (mobile and fixed network) and the epic owners for Customer Service, eCare, and Finance Operations to minimize risks related to service limitations, staffing, and budget.
Development of a reporting structure to transparently present the current project status regarding schedules and project content.
Analysis of existing project structures and business reports from Jira and Confluence to extract relevant information, forward it to CSS teams, and derive necessary alignments.
Advising the CSS department on strategic and operational goals, including service optimization, budget planning, and process improvements.
Professional consultation of internal stakeholders from Customer Service, Finance Operations, and Business to prioritize requirements and assess operational impacts.
Professional consultation on technical requirements, process optimizations, and budget implications.
Development of solutions for deviations in project progression, for example through timeline management, descoping of requirements, workarounds, or staffing adjustments.
Must-have Skills:
Nice-to-have Skills: