Junior Service Delivery Manager
#BEMAGENTA
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Location: Košice, Slovakia
Company: Deutsche Telekom Group
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General description
Accountable for order delivery, coordination of order management process, for financial performance and billing tasks within the areas of the Service Ensurance.
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 o proposing and implementing process improvements
- closely cooperating with SDMs, SCOPMs, OPMs, PM, PPL, SDM Support, PSD/Solution architects, deployment groups and provisioning o identifying potential risks / blocking points of implementation and delays of order
- managing migrations calls and escalations
- troubleshooting delivery of orders in project management phase o 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
Requirements
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Education
- Secondary education
Experience
- ICT Delivery Service Management- 2 years
Certification
- ITIL V3 Foundation, SeM Basic
Financial skills
- Finance and billing- Intermediate
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
Languages
- English- Upper intermediate (B2)
- German- Intermediate (B2)
Others 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
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- Cafeteria - individual benefit
- Trainings and development opportunities
- Discounts at various providers in Košice
- Possibility of Home office
- Pension savings contribution
- Meal vouchers contribution
- Teambuildings
- Extra vacation days
- Young and enthusiastic working environment
- Diversity Program
- Health Weeks
- Sport Activities
- Weekend Events
- Work life Coaching
- Doctors at workplace
- Credit card
- Metro card
- Referral bonus /financial/
- Rotations possibilities
Salary
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Final salary is negotiable.
Minimum monthly salary is 994€ brutto + variable part of salary + other financial benefits. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.