Interview with Stefanie Roettger-Gerigk, Director Premium Support Center at CANCOM
At the beginning of this year, Stefanie spent a whole month working in Košice, Slovakia, as part of her new role as Director Premium Support Center at CANCOM. For her, it was clear that if you want to successfully lead a new, international team across different locations, you have to do more than just manage from a distance. You need to be there in person. We talked to Stefanie about her stay, her experiences, her impressions, and what she gained from this special time.
16. July 2025
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Reading time: 6 min.
CANCOM Slovakia: Stefanie, you spent a whole month at our office in Košice. What was the reason for this long stay?
Stefanie: The reason was my new role: In September last year, I took over as head of the Premium Support Center (PSC) at CANCOM – a fairly large unit with around 100 employees. A small part of the team is based in Munich, but the majority, including all my managers, are in Košice. I had been to the office there quite often before, but those were mostly short visits – packed with meetings and little time for real encounters. This time, I wanted to do things differently. I made a conscious decision to stay for a whole month to get to know the team properly, build trust, and experience the working culture on site. Because real collaboration doesn’t happen in video calls – it happens when you listen, are present, and build relationships. A month on site allowed me to do just that.
CANCOM Slovakia: How did you end up in IT – and at CANCOM?
Stefanie: IT was never really my plan. I studied civil engineering and started out at a consulting firm. In 2003, I made the switch to IT – in a classic role as a service delivery executive. I quickly realized that this was my thing. I’ve been passionate about it ever since. I joined CANCOM five years ago. I started as Director of Service Management and later became Director of Service Delivery in the Managed Services division, and last year I was given the opportunity to take over the PSC. In my current role, I am responsible for everything except sales – from portfolio design and the introduction of new products to the strategic development of the division. It is crucial that I understand how the team works and what it needs – which is exactly why the stay in Košice was so important.
CANCOM Slovakia: What exactly does the Premium Support Center do?
Stefanie: CANCOM’s Premium Support Center is the central service platform for professional IT support – available around the clock via our Service Desk. It is aimed at companies that do not have sufficient internal resources or the necessary expertise to operate their complex IT infrastructures. The service portfolio includes extended manufacturer support, reactive incident and change support, and operational support as a scalable “extended workbench.” The standardized services cover the areas of network & security, cloud & data center, and workplace. In addition, the Support Center acts as an access point for lifecycle packages and advisory services, such as health checks by experienced CANCOM consultants. The offering is complemented by integrated service, contract, and asset management. With over 5,000 active contracts, we currently serve more than 1,000 customers—reliably, structured, and with a clear focus on efficiency and quality.
CANCOM Slovakia: Why was it important for you to visit your team in Košice for such a long period of time, and how did you find the experience – both professionally and personally?
Stefanie: It was a great benefit professionally. When I take on a new management role, I never focus solely on processes or figures. I want to understand the people behind them – their motivation, their challenges, their ideas. You can only do that if you take the time. I had a permanent place in the middle of the team, not like during my short stays in the meeting room. That made spontaneous conversations possible – quick questions, direct feedback, genuine interaction. You notice right away that when you know each other, you communicate differently. More clearly, more straightforwardly, more humanly.
My stay was also special on a personal level. What I really appreciated about Košice is that everything is within easy reach. I could even walk to the office. The people were warm, open, and helpful, even if there were language barriers here and there. When I took my dog for a walk, for example, it wasn’t unusual for someone to stop and strike up a conversation. The city is also fascinating from an architectural point of view: you can still feel the echoes of history. There is a unique blend of old and new – historic buildings stand right next to modern architecture – and these contrasts create a very special atmosphere.
CANCOM Slovakia: How did you find the Slovakian team?
Stefanie: I was impressed. My colleagues there are very motivated, solution-oriented and contribute lots of their own ideas. The pandemic in particular has shown how well they can work and communicate as a team – despite the distance. There is a real team spirit, coupled with a healthy respect for leadership, but also a willingness to question things critically and contribute their own ideas. The atmosphere in the office was great: open, supportive, positive. This energy was contagious – you could feel it as soon as you walked into the room.
CANCOM Slovakia: How do you build real trust in a short period of time – especially as a new manager?
Stefanie: You have to be approachable – not just in a professional context. Outside of work, we spent evenings together in the office with the whole team, had dinner in smaller groups, or just chatted in the coffee kitchen. Some team members even invited me to their homes for dinner. Encounters like these create a completely different bond. And this has a direct impact on how we work together.
CANCOM Slovakia: And how does the collaboration work now – from a distance?
Stefanie: Of course, it’s different now that I’m back in Germany. But the personal contact on site has created a strong foundation. I have regular virtual meetings with my management team in Košice – weekly, monthly or quarterly, depending on the topic. So we coordinate closely and are always in touch. In addition, there is a monthly virtual meeting at management level – i.e. all team leaders and managers – and a quarterly all-hands call.
CANCOM Slovakia: What did you and your team gain from the month in Košice? Are you already planning your next visit?
Stefanie: The weeks in Košice were incredibly valuable for me. I was able to build real relationships that you can’t establish digitally. The team welcomed me with open arms, and we were able to discuss many topics directly – informally, in passing, over coffee. That kind of exchange is priceless. That’s why I go there for a week every two to three months. I’m planning another longer stay in the fall and am really looking forward to it.
CANCOM Slovakia: How do you balance your travels with your private life in Germany?
Stefanie: Ultimately, it’s all a question of organization – and nowadays you can be reached anywhere. My daughter is almost grown up, so we can talk on the phone or text when I’m away. It was more challenging when she was younger. Back then, her grandparents helped out. This time, she visited me during her vacation. We have plenty of dog sitters we can call on for our dog. But I took him with me this month.
Thank you very much for giving us this insight into your time in Košice.
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Reading time: 3 min.
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