Junior Service Delivery Manager with German language (m/f/d)

Purpose

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

What will you do?

Service Assurance pillar

• Managing Service Assurance pillar.
• Within this pillar, carrying all responsibility and activities necessary to meet the contractual service requirements and 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, PMs.
• Identifying potential risks / blocking points of implementation and delays of order.
• Managing migration calls and escalations.
• 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 orders for customers in a specific tool to deliver customer requests, including creation of orders.
• Validating requests in the tool and collecting all necessary information and documentation to complete the order.
• Delivering requestor/customer acceptance of delivered service.
• Coordinating orders and providing support to implementer teams to deliver customer orders in the requested time and quality.
• Processing and coordinating incoming requests from Service Delivery Managers and application-operation unit.

You will succeed if you:

• Have secondary education.
• Have a basic overview of Service Delivery Management.
• Speak fluent German at upper-intermediate level (B2).
• Speak English (advantage, not requirement).

IT Technical Skills

• General IT overview — advanced.
• MS Office — intermediate.

Soft skills

• Customer orientation.
• Communication skills.