Junior Service Delivery Manager (m/f/d)

Job Description

Purpose

Accountable for order delivery, coordination of order management process, for  financial performance and billing tasks within the areas of the Service Ensurance.

Key accountabilities

Service Ensurance pillar:

• Managing Service Ensurance pillar
• Within this pillar Junior SDM carries all responsibility and activities necessary to meet the contractual service requirements and is monitoring the Quality of provided service.
• Functional leading of order managers.

Customer facing :

• SPOC between customer and operation/production
• order entry gate for the customer
• direct interface to customer in relation to order management process
   

Global Customer Order Desk:

• accountable for tracking and tracing of orders
• proposing and implementing process improvements
• closely cooperating with SDMs, SCOPMs, OPMs, PM, PPL, SDM Support, PSD/Solution architects, deployment groups and provisioning
• identifying potential risks / blocking points of implementation and delays of order
• managing migrations calls  and escalations
• troubleshooting delivery of orders in project management phase
• providing inputs to Design Solution Manager for the price calculation
• creating of final price calculations for technical solutions accountable for sending the offer to the customer
• Communication with production to ensure delivery of services in required SLA, OLA and KPI
• Managing customer escalations in deployment phase
• Order management
• Processing  proposals with an aim to optimize production.
• Processing order for customer in specific tool to deliver customer requests (creation of orders).
• Validating request in tool and collecting all necessary information, documentation to complete the order
• Delivering requestor/customer acceptance of delivered service
• Coordinating order and providing support to implementer’s teams to deliver customer order in requested time and quality.
• Processing and coordinating incoming requests from Service Delivery Managers and application - operation unit.        
   

Financial Performance and Billing:

• Financial Performance & Billing is responsible for all financial regards.  Specifically the commercial management topics:
• Steering the financial planning.
• Steering the forecast process.
• Cost Management.
• Steering of Cost Saving/Efficiency measures.
• Preparing and executing Finance Reviews.
• Collecting of data and creating reports for account improvement program.
• Generating billing data for the relevant elements.
• Generating the invoice supplements.

Qualifications

Education

• Secondary education

Experience

• ICT Service Delivery Management - 2 years

Certification

• ITIL V3 Foundation

IT Technical Skills

• General IT overview - Advanced
• DTAG portfolio knowledge - Advanced
• MS Office - Intermediate

Soft skills

• Customer orientation
• Excellent leadership
• Communication skills
• Negotiation skills
• Time management
• Problem solving ability
• Result orientation
• Presentation skills

Finance skills

• Finance and billing basics

Languages

• English - Upper intermediate (B2)
• German - not mandatory, but advantage

Other criteria or requirements

• Self-motivated individual with excellent interpersonal communication and influencing skills
• Sound knowledge of project management principles
• Mature specialized professional knowledge (deep understanding of a specific professional field)
• Analytical thinking
• Exhibiting tact and diplomacy
• Experience of post-sales support - advantage
• Cost control and budget planning

Additional Information

Benefits

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Salary

Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1270 € /brutto.

Additional information

* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.