IT Area Leader (ITAL) of Customer Care & Service Tribe
E.ON · Prague
At E.ON, we are shaping the future of energy. As one of Europe's leading energy companies, we operate across multiple markets with a clear ambition: to drive the energy transition and deliver sustainable, reliable and affordable solutions to our customers.
In the Czech Republic, nearly 3,500 colleagues contribute to our success every day. We offer a stable and fair working environment and are proud to be regularly recognized as a TOP EMPLOYER.
At the same time, we are transforming how we work - becoming agile, more collaborative, and closer to our customers. We aim to respond faster to change, simplify our processes, and continuously improve the value we deliver.
Main Purpose
Customer Care & Service Tribe is responsible for managing end-to-end customer lifecycle processes, from customer activation and service delivery through customer care, billing, and payments. The tribe ensures seamless customer interactions across assisted service, self-service, and AI-enabled digital channels. It continuously improves customer experience and operational efficiency through automation, digitalization, and scalable service processes, delivering reliable and frictionless support throughout the customer journey.
The Tribe’s vision is to deliver effortless service, transparent billing, and fast issue resolution across assisted and digital channels, while continuously increasing self-service without compromising.
The Tribe covers the customer service lifecycle from the first need to engage or support a customer through to successful service delivery, request resolution, contract update, billing, payment, or issue closure.
The IT Area Leader (ITAL) is a senior technology leader accountable for the end-to-end technology landscape of a Tribe. The role ensures that the Tribe’s products and services are built on scalable, secure, and sustainable technology solutions that enable business strategy and customer outcomes. Together with the Tribe Lead, the IT Area Leader forms the leadership of the Tribe, ensuring strong alignment between business priorities and technology capabilities. The IT Area Leader owns the Tribe’s technical architecture, engineering standards, and technology delivery performance while maintaining high levels of operational stability and quality.
Key Responsibilities
- Define, evolve, and own the Tribe’s technology strategy in alignment with enterprise IT strategy and architecture principles.
- Ensure that all solutions delivered by product teams comply with architectural standards, security policies, and non-functional requirements (reliability, performance, resilience, data protection).
- Oversee system architecture and technical design across the Tribe’s products, platforms, and integrations, ensuring long-term scalability and maintainability.
- Provide governance over engineering standards, development practices, and technical quality across product teams.
- Ensure sustainable and reliable technology delivery by monitoring engineering productivity, delivery health, and system stability.
- Coordinate and manage technology dependencies across product teams, other Tribes, and platform or shared-service teams. Shapes organizational design and team structures to improve Tribe effectiveness.
- Work closely with the Tribe Lead to translate business strategy and product vision into feasible, high-quality, and scalable technology solutions.
- Focus on people development, capability building, and allocation of engineering talent.
- Promote a strong engineering culture based on ownership, collaboration, learning, and continuous improvement.
- Take accountability for the operational health of systems within the Tribe, balancing innovation and change with stability and sustainability.
- Promotes and shares best practices to increase engineering maturity across the organization.
- Co-owns the Tribe technology backlog and contributes to prioritization and planning.
- Owns and optimizes the Tribe IT budget in collaboration with controlling.
- Ensures compliance with architecture and governance processes, including decision and approval boards.
Key Competencies
Technology Leadership
- Demonstrates deep expertise in modern software engineering, system architecture, and technology platforms. Defines and continuously evolves the technology vision for the Tribe in alignment with enterprise architecture and business goals. Guides teams in making sound technical decisions, ensures scalability and security of solutions, and promotes engineering excellence across the Tribe. Actively inspires teams and stakeholders with a clear and compelling technology direction. Acts as a visible ambassador of company strategy and technology transformation.
Engineering Delivery and Execution
- Ensures reliable and sustainable technology delivery across product teams. Establishes clear engineering standards, supports effective prioritization, and removes technical impediments that limit delivery flow. Actively develops team autonomy and decision-making capabilities. Focuses on consistent execution, quality outcomes, and continuous improvement of development and DevOps practices.
Systems Thinking and Architecture Perspective
- Understands complex technology landscapes and interdependencies across systems, platforms, and teams. Ensures that Tribe-level solutions fit into the broader enterprise architecture. Balances short-term delivery needs with long-term sustainability, maintainability, and reduction of technical debt. Engages stakeholders to build shared understanding across teams and domains. Promotes transparent communication of trade-offs and impacts.
Collaboration with Business Leadership
- Acts as a strong partner to the Tribe Lead and business stakeholders. Translates business goals and product vision into viable and scalable technology solutions. Bridges business and engineering perspectives, enabling informed decision-making and alignment between value delivery and technical feasibility. Actively facilitates alignment in situations of conflict or differing perspectives.
Technology Governance and Quality
- Ensures adherence to technology standards, security requirements, and regulatory constraints. Owns non-functional requirements such as reliability, performance, resilience, and data protection. Promotes strong engineering discipline, accountability, and transparency across teams.
Leading Engineering Communities
- Supports the growth of engineering talent and technical capabilities within the Tribe. Works closely with Chapter Leads to foster learning, mentoring, and knowledge sharing. Builds an engineering culture that values collaboration, craftsmanship, ownership, and continuous development. Builds an environment of psychological safety, inclusion, and mutual respect. Promotes a culture of responsibility not only for systems, but also for people and team wellbeing.
Navigating Complexity and Change
- Operates effectively in complex and rapidly evolving technology environments. Makes decisions under uncertainty and technological ambiguity while maintaining focus on system stability and long-term sustainability. Enables innovation and change without compromising reliability or quality. Actively supports teams in navigating uncertainty and maintaining motivation during change. Builds resilience and adaptability within teams.
Ownership and Accountability
- Demonstrates strong ownership of the Tribe’s technology landscape. Takes responsibility for delivery outcomes, system stability, and engineering quality. Balances accountability for results with empowerment and development of others. Shows discipline in prioritization, decision-making, and execution, and follows through on commitments as a senior technology leader. Demonstrates commitment to delivering value for customers, business, and teams.
Key Role Specific Skills
- IT Architecture
- Enterprise Architecture
- Systems Integration
- Software Development Lifecycle (SDLC)
- IT Delivery Management
- DevOps
- IT Service Management (ITSM)
- Incident & Availability Management (SLA/SLO)
- Data & AI Architecture
- Project & Delivery Management
- Agile at Scale
- People Leadership
Why it is great to work at E.ON
- We offer stability you can rely on in the long term.
- People feel good working here – we rank among the TOP 5 employers on Atmoskop.
- Every year, we credit CZK 21,620 to your personal benefits account, which you can use as you like – for culture, experiences, holidays, dental care, or a Multisport card.
- Every colleague is entitled to a performance‑based bonus linked to agreed targets and work performance evaluation.
- Health and safety come first – you have access to the uLékaře medical service and a company psychologist.
- You get 5 weeks of vacation plus additional days off depending on your years of service.
- We provide paid leave for personal and family events beyond the Labour Code (e.g., childbirth, wedding, moving).
- We value people who help others – we reward unpaid blood donation with additional days off beyond legal requirements, and we offer 2 paid days for volunteering activities.
- We contribute to your pension scheme or long‑term investment product (DIP), and we also support your meals through a meal allowance of CZK 115 per working day.
- Our standard working week is 37.5 hours. If the position allows it, working hours are flexible – sometimes you may need to stay a bit longer, other times you can leave earlier.
- For roles where it is possible, we offer home office options.
- Our employees and their family members can benefit from discounted mobile tariffs.
- We support parents returning from maternity or parental leave with a financial contribution of CZK 80,040. Colleagues with disabilities receive a higher contribution to their personal benefits account depending on the level of disability – up to CZK 20,000 extra per year.
What else you need to know?
Position ID: 246552
Starting date: dle domluvy
Are you interested in this job and wondering where to send your CV in English?
Just click on the blue Apply Now box and create an online application in our database. We will get back to you as soon as possible! If you have any questions, you can contact: Zuzana Pánková, zuzana.pankova@eon.cz.
At E.ON, we pride ourselves on fair conditions, a pleasant working environment, respect and trust.
We are E.ON. We supply electricity and natural gas to approximately 1.5 million customers and are one of the largest suppliers in the Czech Republic. In addition to energy, we offer smart and energy-efficient solutions, such as solar power, heating systems, and electric mobility. We operate our own electricity distribution network in South Bohemia, South Moravia, and the Vysočina Region. We operate our own electricity distribution network in South Bohemia, South Moravia, and the Vysočina Region.