Service Operations Manager

Budapest, Hungary /
Engineering /
We started this company with a vision which was to create a place where engineers thrive, where they can try out the latest technologies and not get sucked into legacy solutions but always learn and develop while working every day. As we are a software development agency, our work is never boring. You can develop smart applications, fintech solutions, even robots, depending on the project you’re landing on. Right now we are a team of 85 developers on Java, Full-stack Javascript, Android, and iOS platforms and 20 Automation and Manual testers, working on the next big thing. We value openness, modesty, hard work, and simple yet great solutions.

Supercharge is setting up a new team to help us expand our service offering with after-sales support services. We are looking for someone with whom we can start this journey. As the Service Operations Manager your job is to help us set-up, launch and manage this service within our portfolio. We’re seeking someone who has great (people) management skills, deep understanding of tech and experience in a similar setup. If this is something that suits you, then here’s the deal: 

As a Service Operations Manager you will:

    • Help the continuous improvement of the support and maintenance procedures
    • Cooperate and advise project management on-demand
    • Be SPOC on support engagements and other continuous engagements
    • Be responsible for driving internal takeover from Project teams
    • Help delivery teams in product training and support
    • Coordinate scheduled and ad-hoc maintenance with clients
    • Manage L2/L3 team allocation-, planning-, and tasks
    • Ensure that SLAs and KPIs are met
    • Act as an escalation point
    • Report to PMs and Head of Delivery
    • Keep documentation up to date

What we expect from you:

    • We are looking for a tech-savvy manager who is already experienced in doing and leading customer support activities, preferably at agency side
    • Ability to drive triage of issues
    • Strong communications skills - both in English and Hungarian
    • You thrive in a fast-paced environment
    • Have inner motivation toward continuous service improvement
    • Love your profession! :) Care about the customer, have a passion for helping

What we are offering:

    • A team of 200 on a mission to create awesome digital products
    • Supercharger Skill Trainings, Inhouse Training portfolio, Conference & Training Sponsorship
    • Opportunity to try the latest tech stacks & constant innovation
    • High-impact international projects from around the world 
    • Company MacBook, Library, Personal Equipment budget, Healthcare, Personal Days
    • Playstation 5, unlimited beer or coffee (whichever suits you), fruit every day, Túró Rudi and snacks
    • A great community therefore an awesome company culture!
    • Cool office in the heart of Budapest 
Supercharge was founded in Budapest and the office here is our headquarters. While we have local offices in multiple countries, this is the hub where we serve our clients from. On any given day you will find this place buzzing with our people working on cool products or chilling out at one of our after-work events. The “Office of the Year” award-winning space is conveniently located in the heart of Budapest near Deak Ferenc square so prepare yourself for culinary adventures during lunch nearby.

Our culture is very strong and we try to keep it that way. We believe that the power of personal contact and interaction can improve team dynamics and support our well-being, thus we implemented hybrid work policies, which means 2 days of office presence and 3 days of optional home office. For those who commute from the countryside, we provide even more flexibility.