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 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, PMs
• Identifying potential risks / blocking points of implementation and delays of order
• Managing migrations 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 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