Senior Order Manager - German & English - REF4957R

Accountable for order delivery, coordination of order management process, for financial inputs related to order management within the order management area. Order manager manages (Validates, Creates, Plans, Processes) customer orders to deliver them in specific time, quality, costs & KPI. Supports and manages the execution of service contracts in such way that the performance of the contract should not exceed the SLA agreed by the external or internal customer. Manages and follows up the execution of customer orders, optimizes the technical contents and budgets, with regards to compliance with the contract and surveying the results of changes. Performs order management and related procedures and tasks, provides support for the execution of service contracts by managing the orders, as well as providing up-to-date information on the status of orders, change requests and the services performed to the service line or the customer. Support of the billing process.

Key accountabilities

• Manages, Validates, Creates, Plans, Manages, Processes customer complex orders and provides consultancy to requestors to deliver complex requests and orders in the specific time, quality, costs & KPI.
• Supports and manages the execution of service contracts, in such way that the performance of the contract meets all relevant service KPIs and stay within the given budget. Communicates with production to ensure delivery of services in required SLA, OLA and KPI.
• Supports the billing process by providing relevant order management inputs.
• Manages OM related tasks in the pre-sales phase.
• Manages onboarding of new customer to OM SSC (SPOC for stakeholders who request onboarding of a new customer, prepares calculation for number of resources that are necessary for handling new orders).
• Validates and resolves complex customer requests concerning technical feasibility.
• Identifies potential risks / blocking points of implementation and delays of orders, proposes how to mitigate these.
• Monitors, measures, coordinates and escalates troubleshooting through involved organizational units to avoid any delays.
• Supports project teams & order to deliver complex order process.
• Creates and manages Service Improvement Plans. Makes recommendations or suggestions on optimization relating processes, reporting and quality improvement (based on the analysis).
• Proposes new solutions for customers.
• Notifies the Customer Business Manager, if there is a need for contract extension, or the provision of special resources for the purchasing of new assets.
• Takes part in the execution of the contract and the coordination of the implementation.
• Makes sure that contracts are performed in line with contractually agreed SLAs.
• Cooperates with business owners to ensure the availability of resources/skills.
• Monitors compliance with the deadlines and expected service levels, the development of costs, the performance dependent cost accounting and the internal allocation of costs.
• Has intermediate knowledge of project execution and service management methods, tools, techniques and processes, and use the same for the improvement of the service provided.
• Consults the customer's technical staff and middle management for the clarification of technical issues.
• Makes proposals for keeping and optimizing customer budgets.
• Supervises the entire end-to-end ordering process, and if needed, consults the departments concerned and the customer.
• Takes part in process design and the setting of priorities.
• Takes part in the development and testing of systems / tools.
• Shares his/her knowledge with the associates and provides them professional guidance.
• Responsible for quality of the associated support area measured in KPI-s, project milestones
• Checks offerings for compliance with the technical concept. Proposes alternatives to the clients to enable cost optimization.