Senior EETS Integration & Customer Service Manager (m/w/d/x)

T-Systems Road User Services GmbH

Internet, IT

Aachen

Art der Beschäftigung: Vollzeit

61.500 € – 81.000 € (von XING geschätzt)

Vor Ort

Zu den Ersten gehören

Über diesen Job

Senior EETS Integration & Customer Service Manager (m/w/d/x)

Aachen

T-Systems Road User Services GmbH

As a wholly owned subsidiary of T-Systems International GmbH, T-Systems Road User Services GmbH (TS RS) is responsible for the sales, implementation, and operation of innovative tolling and mobility solutions in Germany and other European countries.

For its customers, T-Systems Road User Services GmbH assumes end-to-end responsibility for business process and ICT-specific services. These services are based on solutions tailored to individual customer requirements as well as a proprietary, standardized tolling platform.

T-Systems Road User Services GmbH is responsible for the IT and business process operations of tolling systems in Germany and Belgium, the French regions of Alsace and Grand Est, the EETS provider Toll4Europe, and the EETS@BALM front-end systems of the German Federal Office for Logistics and Mobility (BALM).

As Senior EETS Integration Manager Customer Service, you are responsible for the successful integration of sales partners into the T-Systems RS platform and for ensuring stable, customer-oriented operations within the European tolling environment.

In this key interface role, you work closely with sales partners, Customer Service, technical teams, and internal business units. You lead the continuous improvement of integrations, processes, and service standards.

Key Tasks and Responsibilities

Customer Service & Incident Management
Provide functional leadership to the Customer Service team in incident handling
Coordinate and manage escalations for complex incidents
Analyze error patterns and conduct root-cause analyses
Continuously improve incident, support, and communication processes
Monitor KPIs, SLAs, and overall service quality

Partner Integration & Platform Connectivity

Manage sales partner integrations end to end, from initial requirements through to production operations
Assess business and technical requirements as well as technical feasibility
Support web service and API integrations
Coordinate testing, acceptance, and go-live activities
Ensure complete integration and operational documentation

EETS, Process & Quality Management

Analyze and optimize end-to-end processes within the European tolling environment
Collaborate with EETS Providers, Toll Chargers, and sales partners
Ensure consideration of regulatory, technical, and operational requirements
Develop best practices, standards, and opportunities for automation
Prepare quality analyses, status reports, and decision-making documents

Training & Knowledge Management

Conduct training sessions for sales partners and their employees
Provide training on platform, support, and incident-handling processes
Develop training materials, guidelines, and knowledge-sharing content
Ensure sustainable knowledge transfer across the organization

Stakeholder Management

Collaborate closely with Finance, Tolling, OBU Management, Customer Service, Registration, Sales, Partner Management, Toll4Europe, and technical teams
Facilitate business and technical alignment meetings and workshops
Manage escalations and build long-term partner relationships

Skills and Qualifications

Education

University degree in Business Information Systems, Computer Science, Business Administration, Industrial Engineering, Transportation Economics, Logistics, or a comparable discipline
Alternatively, a technical or commercial vocational qualification combined with relevant additional qualifications and extensive professional experience
Additional qualifications in Project Management, Service Management, or Process Management are an advantage

Professional Experience

5–8 years of experience in Customer Service or Service Management
3–5 years of experience in Integration Management
Several years of hands-on experience in EETS and the European tolling environment
In-depth knowledge of collaboration between EETS Providers, Toll Chargers, and sales partners
Experience with OBU, registration, billing, transaction, complaint, and support processes
Experience managing complex integrations and international partner onboarding
In-depth knowledge of Incident, Problem, KPI, and SLA Management
Experience conducting training sessions and workshops

Technical Skills

Very good understanding of technical platforms, web services, and API interfaces
Knowledge of JSON and XML
Experience with ticketing, incident management, and support systems
Experience in process analysis, quality management, and continuous improvement

Language Skills

Working Environment: International and cross-functional
Fluent written and spoken English (mandatory)
Very good command of Dutch, French, or German
Additional European languages are an advantage
What Sets You Apart
Strong customer and service orientation combined with extensive EETS expertise
Structured, independent, and solution-oriented working style
Excellent communication, facilitation, and stakeholder management skills
Strong analytical skills, resilience, and a high level of quality awareness
Ability to successfully bridge technical and business requirements
Assertiveness, diplomatic skills, and intercultural competence
Experience providing functional leadership without direct personnel responsibility
Hands-on mentality with a sustainable focus on knowledge retention and process excellence

Why This Role Is Exciting

You actively shape the future development of European tolling and mobility services
You play a key role at the interface between Customer Service, partners, technology, and the business
You work in an international and dynamic EETS environment.
You directly influence service quality, partner satisfaction, and business success
You help ensure that critical expertise is retained within the organization over the long term while supporting the sustainable scaling of the EETS business

Your application may be processed by external service providers based in Germany. Applications for positions outside of Deutsche Telekom AG may also be processed by recruiters located in other European countries. This also applies to the processing of applications for positions at subsidiaries of Deutsche Telekom AG. For our employees with civil servant status (*Beamte*), please note the following: You are not required to include documents relevant to your personnel file—such as official civil servant performance evaluations—with your application. However, you are free to provide these documents on a voluntary basis.

In the event of equal qualifications, preference will be given to applicants with a severe disability.