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 60 developers on Java, Full-stack Javascript, Android, and iOS platforms and 15 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:

    • Support our strategic decision making
    • Help the continuous improvement of the support and maintenance procedures
    • Be SPOC on support engagements
    • Be responsible for driving internal handover from Project teams
    • Keep documentation up to date
    • Help delivery teams in product training and support
    • Manage support calendar
    • Drive L2/L3 team allocation-, planning-, and tasks
    • Ensure that SLAs and KPIs are met
    • Prepares backlog of L2/L3 improvement implementations
    • Act as an escalation point
    • Follow up on issues until they get resolved
    • Report to PMs and Head of Delivery
    • Help in project management on-demand

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 towards continuous service improvement
    • Love your profession! :) Care about the customer, have a passion to help

What we are offering:

    • Constant learning by attending/leading in-house workshops
    • English class 4 times a week
    • Open-minded and supportive team
    • Platform to try out new stuff every day
    • A young team of 140 who wants to create awesome products
    • Travelling around the world
    • Cool office in the heart of Budapest
    • Playstation, beer tap, awesome company culture 🙂

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 3 days of office presence and 2 days of optional home office. For those who commute from the countryside, we provide more flexibility.