IT Customer Service and End User Services Manager

Would you lead and develop the IT Customer Service and End User Services across MOL Hungary, Slovnaft and ITD GBS with a strong focus on digital-era leadership?

Do you have experience in creating a modern, transparent, flexible and trustworthy service organization, bring original ideas, challenge the status quo, and demonstrate end‑to‑end ownership?

Are you passion about continuously improving customer experience and operational performance?

If yes, then then your place is here with us as an IT Customer and End User Services Manager (in end user services) based in our Budapest MOL Campus.

• Strategic & digital-era leadership: Drives alignment with MOL Group business, functional and IT strategies. Promotes a digitally mature, innovation‑oriented mindset across Customer Service and End User Service teams.

• Proactive idea generation & end-to-end ownership: Brings own ideas for service improvement, digitalization and modernization. Brings own ideas for process simplification and improvement. Takes full ownership from initial proposal through execution, ensuring concepts become real, implemented and measurable outcomes, even within the complex MOL Group structure.

• High-performance team leadership: Leads team leads and distributed teams, building a culture of transparency, trust, openness, collaboration and accountability. Supports team members in managing complexity and promotes continuous learning. Plans and controls human resources and management in their field. Ensures the operation of customer service and end user service.

• Operational excellence & customer satisfaction. Ensures reliable, high-quality delivery of Customer Service and End User Service operations. Oversees KPIs, SLA performance, service availability and user experience, driving continuous improvements using a data-driven approach. Responsible to maintain and to modify the target operating model and team model of the team in order to keep a motivated team together.

• Adoption of modern and innovative technologies. Introduces and manages new IT solutions (automation, digital workflows, AI-based support, self-service and experience management tools). Ensures readiness, training and knowledge transfer across teams.

• Process leadership & optimization. Ensures adherence to IS processes and drives improvement initiatives. Identifies bottlenecks, proposes enhancements and executes approved changes across service areas.

• Project leadership & cross-functional collaboration. Ensures effective participation of Customer Service and End User Service in ITD GBS projects. Leads or governs projects through their lifecycle to timely delivery, working closely with partners across the broader MOL Group IT environment.

• Financial planning, resource management & vendor cooperation. Supports OPEX and CAPEX planning for Hungary and Slovakia, tracks actuals vs. plans, cooperates with vendors and ensures cost-efficient yet high-quality service operations.

• University or college degree
• 8-10 years professional experience in IT Service management relevant fields, including 5+ years professional experience in team management and in project work
• Ability to bring own ideas, innovation and proactivity
• End‑to‑end ownership, able to deliver ideas into real-life
• Modern digital leadership, openness, transparency and collaboration
• Strategic and analytical thinking, structured problem solving
• Strong communication and interpersonal skills
• High resilience, readiness to make tough decisions
• Stakeholder management
• Ability to inspire trust and build high-performing teams
• Participation in projects and cooperation. 
• Result oriented and able to work based on plans 
• Excellent individual / interpersonal management skills with structural thinking and analysis approach
• Communication skills – the ability to communicate well in English verbally and in written form
• Influencing and negotiation skills
• Ability to drive high results

• A working location in 11th district
• Unique opportunity to participate in challenging and various projects
• Project related travelling possibilities in the region
• Career opportunities within MOL Group
• Annual bonus

• Maximalized - Gross 800.000 HUF - annual fringe benefits (with elements of SZÉP card, All you can move card, culture and sport event, health and pension insurance allowance, etc)

   

• Support at all stages of family life – baby born allowance, extra paid paternity leave, paid leave for single parents, MOL Égigerő kindergarten support and MOL Campus Égigerő daycare, school start support, student loan support)
• Support in difficult situations (health insurance support for employees with diability,advance salary payment, etc.)
• Preparation for retirement (pre-retirement support, pensioner benefits, company loyalty program)
• Awards and recognitions (extra leave days, project reward, leadership reward, etc.)
• Support for physical and mental well-being (fitness center, health programs and company help line)
• Other company benefits (MOL partner benefits, discounted fueling)
• Community building (MOL open day, family days, cooking days, Christmas concert)
• Discounted phone fleet package for family members
• Discounted MediCare health insurance for family members
• Life and accident insurance