Experienced Customer Delivery Manager – Cloud Managed Services & International Client Operations

About arenaflex

arenaflex stands as a premier leader in information and communications technology services, proudly holding the position of the largest ICT employer in Hungary. As a distinguished subsidiary of the Deutsche Telekom Group, we have been at the forefront of technological innovation since our establishment in 2006. Our organization provides an extensive portfolio of IT and telecommunications services, currently employing over 5,000 talented professionals across multiple strategic locations.

Our commitment to excellence has been consistently recognized through prestigious awards, including the Best in Educational Cooperation prize by HIPA in 2019, acknowledgment as one of the most attractive workplaces by PwC Hungary's independent survey in 2021, and the distinguished title of Most Ethical Multinational Company in 2019. At arenaflex, we continuously invest in the development of our four primary sites in Budapest, Debrecen, Pécs, and Szeged, fostering an environment where skilled IT professionals can thrive and contribute to groundbreaking international projects.

Our culture is built on collaboration, innovation, and a relentless pursuit of customer satisfaction. We believe in empowering our employees to deliver exceptional results while maintaining a healthy work-life balance. Join arenaflex and become part of a dynamic team that shapes the future of technology services across global markets.

Position Overview

We are currently seeking an Experienced Customer Delivery Manager to join our growing team at arenaflex. This pivotal role requires a professional who can take end-to-end accountability for customer service delivery within the international health market sector. The ideal candidate will be responsible for managing service quality, optimizing service portfolios, and collaborating with senior leadership to drive organizational success.

As an Experienced Customer Delivery Manager at arenaflex, you will serve as the primary point of contact for our valued clients, ensuring seamless delivery of cloud-based solutions while maintaining the highest standards of service excellence. This position offers an exciting opportunity to work with cutting-edge technologies and collaborate with diverse international teams across multiple geographies.

Focus Area

Your primary responsibilities will center around managing and delivering our advanced cloud solutions, specifically:

• Open Sovereign Cloud (OSC) – Managing our state-of-the-art sovereign cloud infrastructure
• Client Application Operation (CAO) – Overseeing client-facing application services
• FCI Solutions – Coordinating Financial and Corporate Information systems

Key Responsibilities

As the Experienced Customer Delivery Manager, you will assume comprehensive ownership of customer delivery within our Cloud Managed Services division. Your multifaceted role encompasses the following critical responsibilities:

Service Delivery Management

• Oversee end-to-end customer delivery operations within Cloud Managed Services, ensuring seamless coordination between all stakeholders
• Ensure consistently high-quality service delivery standards are maintained across all managed services portfolios
• Proactively manage and resolve escalations related to service quality, implementing corrective actions when necessary
• Monitor delivery metrics and implement continuous improvement initiatives to enhance customer satisfaction

Project Leadership

• Manage customer-impacting projects, including complex Transformation and Transition (T&T) initiatives
• Lead and coordinate interdisciplinary project teams, both nationally and internationally, ensuring alignment with project objectives
• Develop and maintain project timelines, resource allocation plans, and risk management strategies
• Collaborate with delivery teams to enhance operational efficiency and implement measurable improvement measures

Stakeholder Engagement

• Engage with top management both internally and externally to develop global cooperation strategies
• Maintain regular communication with suppliers and customers, focusing on technical aspects of service delivery
• Build and nurture strong relationships with key stakeholders to ensure long-term partnership success
• Represent arenaflex professionally in client meetings, presentations, and strategic discussions

Financial and Operational Excellence

• Manage multiple service chains and associated costs, demonstrating strong understanding of Service Chain Operations Management (SC-OPM) activities
• Exercise accuracy in financial management and invoicing processes
• Evaluate and approve cost and transition strategies within client deals
• Plan operations and strategize service delivery in terms of time, quality, and cost efficiency

Escalation and Quality Management

• Handle escalation management effectively, taking prompt action as needed to resolve critical issues
• Monitor delivery quality metrics and implement proactive measures to prevent service disruptions
• Conduct regular service reviews with customers to ensure alignment with expectations and service level agreements
• Implement ITIL best practices for Incident, Problem, and Change management

Language Requirements

• Fluency in German is essential – This is required for direct customer interaction and building strong client relationships in German-speaking markets
• Proficiency in English is required – Necessary for effective communication with international teams and stakeholders across global operations

Required Knowledge and Skills

The ideal candidate for this role will possess a robust combination of technical expertise, management experience, and interpersonal skills:

Technical Competencies

• Strong understanding of cloud computing concepts and cloud platform best practices
• Direct experience with Sovereign Cloud architectures and implementations
• Thorough knowledge and practical experience with ITIL processes, including Incident Management, Problem Management, and Change Management
• Familiarity with TSI (Technical Service Integration) standard service delivery processes
• Understanding of Service Chain Operations Management (SC-OPM) activities

Project and Delivery Management

• Proven experience managing project scope based on budget and contract size
• Ability to plan operations strategically, balancing time, quality, and cost considerations
• Experience leading cross-functional teams in complex, multi-stakeholder environments
• Strong background in managing transformation and transition projects

Financial Acumen

• Demonstrated accuracy in financial management and invoicing procedures
• Experience evaluating and approving cost and transition strategies within commercial deals
• Strong cost management skills for overseeing multiple service chains

Leadership and Communication

• Excellent communication skills with the ability to engage effectively with top management and clients
• Strong collaboration skills to work effectively with delivery teams and implement improvement measures
• Capability to handle escalation management with professionalism and decisive action
• Experience coordinating interdisciplinary project teams across international boundaries

Preferred Qualifications

While the following are not mandatory, they would significantly enhance your candidacy:

• Previous experience in the healthcare or health market sector
• Additional certifications in cloud platforms (AWS, Azure, Google Cloud)
• Experience working with international clients across multiple time zones
• Background in managed services or IT outsourcing environments
• Understanding of data sovereignty and compliance requirements in cloud environments

Career Growth and Development Opportunities

At arenaflex, we are deeply committed to the professional development and career growth of our employees. As an Experienced Customer Delivery Manager, you will have access to:

• Comprehensive Training Programs – Continuous learning opportunities in cloud technologies, leadership development, and industry best practices
• Career Advancement Pathways – Clear progression routes to senior management positions and specialized roles within the organization
• International Exposure – Opportunities to work with global teams and clients, expanding your professional network across borders
• Certifications Support – Financial support and study leave for relevant professional certifications
• Mentorship Programs – Access to experienced leaders who can guide your career progression

Work Environment and Culture

arenaflex offers a dynamic and supportive work environment that fosters innovation and collaboration. Our employees benefit from:

• Flexible Working Arrangements – Remote working possibility available within Hungary, allowing you to maintain work-life balance while staying connected to our team
• Modern Office Facilities – Access to state-of-the-art workspaces in Budapest, Debrecen, Pécs, and Szeged
• Inclusive Culture – A diverse, multinational team environment that values different perspectives and ideas
• Employee Well-being – Comprehensive wellness programs and support services
• Cutting-Edge Technology – Work with the latest cloud technologies and platforms

Please note: Our remote working possibility is available exclusively within Hungary due to European taxation regulations.

Compensation and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. Our comprehensive benefits include:

• Competitive salary commensurate with experience and qualifications
• Annual performance bonuses tied to individual and company success
• Comprehensive health insurance coverage
• Professional development and training opportunities
• Flexible working hours and remote work options
• Transportation allowances and campus facilities
• Employee referral programs with attractive rewards

Join Our Team

Are you ready to take the next step in your career and make a significant impact in the world of cloud services delivery? We invite you to join arenaflex and become part of a team that values excellence, innovation, and customer success.

As an Experienced Customer Delivery Manager at arenaflex, you will have the opportunity to work directly with German-speaking clients and collaborate with global stakeholders, all while developing your expertise in cutting-edge cloud technologies. Your skills in service delivery management, combined with your fluency in German and English, will be instrumental in driving customer satisfaction and contributing to our continued success.

We look for passionate professionals who thrive in dynamic environments and are committed to delivering exceptional results. If you possess the required knowledge, skills, and language capabilities, we encourage you to apply and become part of our success story.

Apply now and embark on a rewarding career journey with arenaflex – where innovation meets opportunity!