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

Role Summary

Purpose

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

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

Responsibilities

YOU WILL SUCCEED IF YOU

• Have Secondary education
• Have Basic overview from Service Delivery Management
• Speak fluently German - Upper intermediate (B2)
• Speak English (advantage, not requirement)
• IT Technical Skills
• General IT overview - Advanced
• DTAG portfolio knowledge - Advanced
• MS Office - Intermediate
• Soft skills
• Customer orientation
• Communication skills
• Time management
• Result orientation
• Other criteria or requirements
• Self-motivated individual with excellent interpersonal communication and influencing skills
• Basic 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
• Possible specialization
• Basic overview from Finance and Billing
• Basic understanding of VoIP technology

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 1 270 € /brutto.

Benefits

WHY SHOULD YOU CHOOSE US?

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

For more information about our benefits click to Benefits

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

About the Company

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.