Junior Service Delivery Manager (m/f/d)
External
Deutschetelekomitsolutionsslovakia · Košice, SlovakiaPrepare for this interview
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Requirements
- 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
Benefits
Additional Information
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. Education Secondary education
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