Junior Service Delivery Manager with German Language

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 o 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 o 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 o troubleshooting delivery of orders in project management phase 
• providing inputs to Design Solution Manager for the price calculation o 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

Benefits

• Possibility of Teleworking or Home office
• Cafeteria - individual financial benefit
• Trainings and development opportunities (Coursera, Percipio full access for free)
• Pension savings contribution
• Extra vacation days
• Referral bonus /financial/
• Discounts at various providers in Košice
• Team buildings online
• Work-life Program and Coaching
• Health Weeks
• Sport Activities
• Weekend Events
• Doctors at workplace
• Credit card
• Rotations possibilities

Salary

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 994/brutto.

Requirements

Education

• Secondary education

Experience

• minimum 2 years

Certification

• ITIL V3 Foundation, SeM Basic

IT Technical skills

• General IT overview - Advanced
• TSI portfolio knowledge - Advanced
• MS Office - Intermediate

Soft skills

• Customer orientation - Advanced
• Excellent leadership - Intermediate
• Communication skills - Advanced
• Negotiation skills - Intermediate
• Time management - Advanced
• Problem solving ability - Advanced
• Result orientation - Advanced
• Presentation skills - Intermediate

Finance skills

• Financial literacy - Intermediate

Other skills

• 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

Languages

• English - Intermediate (B1)
• German - Upper intermediate (B2)