IT End User Services Team Leader

The scope of the role:

Lead and develop the End User Services team to deliver reliable, cost-efficient and customer-focused services across the MOL Group. Own the MOL Group End User Services portfolio and drive service, platform and tool-supported process improvement in line with business needs and the Service Management strategy.

Does it response with you?

Join us as an IT end user services Teamlead based in Budapest MOL Campus.

Main responsibilities:

• Translates MOL Group business and IT priorities into End User Services plans, measurable objectives and improvement initiatives.

• Identifies service gaps, prepares evidence-based proposals and validates the benefits of approved changes.

• Leads and develops the End User Services team, with accountability for performance, capacity, service coverage, skills, recruitment support, onboarding and knowledge continuity.

• Sets clear expectations and builds a collaborative, accountable and improvement-focused culture.

• Owns the MOL Group End User Services portfolio and ensures reliable, compliant and customer-focused operation.

• Monitors service levels, availability, backlog and customer satisfaction; coordinates Incident, Request, Change and Problem Management, escalations, service recovery and corrective actions.

• Co-shapes the Process and Service Management strategy with the IT Customer and End User Services Manager and translates agreed priorities into roadmaps and initiatives.

• Owns the lifecycle and continual improvement of ITSM tooling and related platforms, coordinating requirements, releases, testing, access governance, documentation, support readiness and external vendor delivery with relevant process and service owners.

• Owns the Internal Balanced Scorecard reporting platform and associated validation controls.

• Ensures timely, accurate and reliable reporting, agrees metric definitions with data owners, highlights trends and risks, and coordinates remediation of data-quality issues.

• Leads assigned projects and workstreams, including approved automation, digital workflow, self-service and AI-enabled support improvements.

• Manages scope, milestones, dependencies, risks, stakeholder communication, adoption, training, knowledge transfer and transition into sustainable operations.

• Plans and monitors CAPEX, OPEX, licences, purchasing and resource costs within the approved framework; explains variances and proposes optimisation actions.

• Manages stakeholder and vendor relationships, service risks, audit and continuity actions, and escalates matters beyond delegated authority. The role has no budget approval authority.

Main requirements:

• Bachelor’s degree in Computer Science, Computer Engineering, Technology, Information Systems, Engineering or related technical discipline, or equivalent experience/training

• Minimum 3 years of relevant experience in IT service management, End User Services or enterprise IT support, including at least 1 year of team leadership or comparable responsibility for people and service delivery.

• Experience with ITSM tooling, service reporting and improvement delivery is required.

• Practical ITIL Foundation-level knowledge of Incident, Request, Change, Problem and service-level management; certification is not required.

• Ability to interpret service data, SLAs and KPIs, identify root causes and prioritise measurable improvements.

• Ability to coordinate resources, vendors and cross-functional stakeholders and to communicate clearly in English and Hungarian.

• Leading a team of 7 with coaching and prioritisation;

• structured analytical thinking and sound judgement

• clear stakeholder communication

• Advanced Excel and reporting skills are required; Power BI and Celonis experience is advantageous.

• Strong analytical and problem solving skills

• Ability to work as part of an international team

• Possess the ability to troubleshoot non-standard/undocumented issues

• Good English skills both verbally and written

What we offer:

• One of the biggest Hungarian based multinational company

• International projects, with occasional business trips abroad

• Professional trainings

• Professional advancement within MOL ITD GBS and MOL Group

• Experienced Team you can learn from

• Flexi time, home office

• 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)

• Loyalty bonus (after 3 years of employment)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

• Travel allowance - 40 HUF/km

• 80% sick leave allowance

How to apply?

If you wish to form the future with us, please submit your applications via our career site: www.mol.hu/karrier or in the case of question, please contact Andrea Juhász on +36 20 931- 1239 or andreajuhasz@mol.hu or connect with me on Andrea Juhasz - Senior Recruitment Specialist - MOL Group | LinkedIn

At MOL Group, we know that our strength lies in diversity. During the selection process, we provide equal opportunities to all applicants with the appropriate qualifications and work experience, regardless of age, gender, disability, or reduced work capacity, sexual orientation, or ethnicity. At MOL Group, everyone matters.

If you have any specific needs related to your reduced work capacity at any stage of the recruitment process, please inform our recruitment team! We are happy to assist.