Vice President / Head of Telecommunication Services (f/m/d)

Field of activity

Corporate IT of Deutsche Börse Group is in charge of end user workplace experience, voice & communication, application development and operations for all group processes such as Financial Core, Customer Care, Control & Corporate Processes, as well as Deutsche Börse Group’s Reference Data Platform.. Our mission is simple – Make IT Run!

As Vice President / Head of Telecommunication Services (f/m/d) you will take the responsibility to manage an international team across different locations, deliver Life-Cycle-Management around Telephone, Voice and Video Services for mobile and fixed telecommunication solutions at Deutsche Börse Group. Our vision is a fully integrated and seamless user centric workplace experience across all communications and collaboration services.  
If you have a solid Background in Telecommunication services and you like to take ownership to enable excellent user experience – we would be happy to meet you!

Tasks/responsibilities

• You will be in the governance lead as Service Owner for Telecommunication Services with business and regulatory requirements to enable state-of-the-art feature set, ensure a stable operation and pro-active support
• You ensure service solutions are in line with user needs, business and regulatory demands to provide integrated workplace experience
• As team manager you will be a role model and make sure the personal development/training needs of each team member are taken care of. You will support the cultural change by actively transferring your knowledge to your team members and other colleagues 
• You will develop plans that use the full project life-cycle, accounting for current & future business value, while taking care of all technical dependencies
• You understand the benefits of using state-of-the-art methods and tools and their application on an engagement; contribute to continuous development of methods and tools
• Provide stakeholder assistance throughout Service-/Product-Life-Cycle to avoid/resolve service performance and technical issues
• SLA based Service Monitoring and Controlling, including continuous improvement disaster recovery reports in shared areas as well as user communication
• You actively collaborate with the teams in Frankfurt, Luxembourg, Prague and Cork to develop, customize and deliver expert support for our user.

Qualifications/required skills:

• You have successfully completed a Bachelor’s Degree (B.S./B.A.) in Computer Science, Engineering or equivalent certification
• You have a wide range of experience in the area of fixed and mobile phone services including associated service request and operational workflows, IP telephone architecture, service integration with cloud services like M365, Google, etc. 
• You bring technical knowledge of PSTN interfacing with PBX like from Alcatel, recording system with NICE, ACE or similar, call center functions like Genesys, Network connectivity and operations
• Solid background in contract negotiations and contractor management based on SLA performance management 
• Experience in IT Service deployment, transformation and service operations
• Fundamental security and risk management knowledge (Network Security, Data Security, Risk-Assessments, Audits)
• A good collaboration with teams, colleagues and users is a key factor to success for you 
• You’re flexible and can adapt to changing environments and projects and you are committed to continuous learning
• Proficiency in written and spoken English; French/German language skills will be an asset

Location Eschborn and/or Luxembourg