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The role coordinates alignment between the transformation project and the operational units, especially in Customer Service, eCare and Finance Operations.
Specific tasks (without personal references):
Develop business strategies and IT concepts to ensure alignment between the project and operations, especially considering time management, quality management and budget control.
Identify and coordinate the required interactions between Customer Service work type 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.
Develop a reporting structure to transparently present the current project status regarding schedules and project content.
Analyze existing project structures and business reports from Jira and Confluence to extract relevant information, forward it to the CSS teams and derive the required alignments.
Advise the CSS area on strategic and operational goals, including service optimization, budget planning and process improvements.
Provide technical advice to internal stakeholders from Customer Service, Finance Operations and the business to prioritize requirements and assess operational impacts.
Offer expertise on technical requirements, process optimizations and budget impacts.
Develop solutions for deviations in the project course, for example through timeline management, descoping requirements, workarounds or staffing adjustments.
Must-have Skills:
Nice-to-have Skills: