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Job Description & How to Apply Below
Rheinmetall 4iG Digital Services (R4) is a joint venture between Rheinmetall, a globally leading supplier of defense and automotive products, and 4iG, Hungary's leading IT systems integrator. R4 has been founded end of 2022 with its headquarters in Budapest and the initial mission to provide project- and operations-related IT services to Rheinmetall's local subsidiaries in Hungary and worldwide. Based on business requirements and opportunities, R4 plans to progressively expand the scope of its services for internal and external customers alike.
In a nutshell, R4 is like a start-up with guaranteed success. Equipped with a hands-on mentality, it significantly benefits from the support and tremendous growth of both Rheinmetall and 4iG. The designated business and solid setup offer outstanding development potentials for R4 itself but consequently also for all employees, because there will be lots of interesting jobs in an international and dynamic work environment.
In order to achieve our common goals, we count on you
* Ensures the quality of end-to-end customer relationship and collaboration in service delivery, customer satisfaction, and growth, while working closely with the IT Provider Manager to maintain the SIAM model and ensure cooperation among providers.
* Acts as the primary point of contact and trusted advisor, representing the company to the customer and providing high-level professional support.
* Understands the customer's business priorities and translates them into service objectives and improvement actions.
* Maintains strong customer and stakeholder relationships and ensures transparent, timely, and proactive communication.
* Oversees the performance of all ITSM processes and services delivered by R4.
* Monitors SLA and KPI results and initiates corrective actions when necessary, in collaboration with R4 teams and the IT Provider Manager.
* Manages escalation of customer issues and risks, ensuring quick and effective resolution.
* Responsible for customer financial profitability, financial forecasting, service contract renewals, and related reporting.
* Identifies up-sell and cross-sell opportunities based on customer needs and the R4 service portfolio.
* Prepares business cases, proposals, and value-added recommendations for the customer.
* Leads the preparation and execution of service reviews.
* Ensures the accuracy, consistency, and availability of HaloITSM-based reports for the customer and SIAM.
* Tracks improvement actions, commitments, and risks among relevant stakeholders.
* Supports the establishment of the full governance structure during the transition phase with the project team, including meeting systems, reporting lines, and escalation paths.
* Coordinates with the IT Provider Manager to align the R4 service model with SIAM requirements.
* Onboards and aligns R4 delivery teams to clarify roles, responsibilities, and processes.
* Stabilizes early service performance, addresses initial gaps, and delivers quick wins to maintain customer trust.
* Sets up the billing logic, scope baseline, and financial framework for the customer account.
* Ensures completion of defined milestones during the transition phase.
What you will need for successful work
* University degree (Bachelor's or higher) in Economics, Engineering, or Information Technology.
* Minimum 10 years of professional experience in IT service management or related fields.
* Strong knowledge of ITIL processes, service lifecycle management, SLA/OLA frameworks, and ITSM tools.
* Familiarity with ITSM platforms (e.g., HaloITSM, Service Now).
* Fluent English and German at business negotiation level.
* Ability to translate business priorities into actionable service goals and improvement plans.
* Excellent stakeholder management and communication skills to maintain strong relationships and ensure transparent, proactive collaboration.
* Analytical and structured working style, capable of monitoring KPIs, identifying risks, and driving corrective actions.
* Financial acumen for forecasting, profitability management, and contract renewals.
* Problem-solving mindset to manage escalations and deliver quick, effective resolutions.
* Strategic…
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