Join the team at Operational Services GmbH, within Deutsche Telekom Systems Solutions Slovakia, providing opportunities for German-speaking talents in Slovakia. OS is one of the leading ICT service providers in the German market and is considered the backbone of digitization in medium-sized companies. With almost 1,000 highly qualified employees, OS develops and operates the most modern IT systems for our customers, ensures long-term system support, and maintains the availability of critical business processes.
Purpose
Accountable for order delivery, coordination of order management process, for financial inputs related to order management within the order management area. Order manager manages (Validates, Creates, Plans, Processes) customer orders to deliver them in specific time, quality, costs & KPI. Supports and manages the execution of service contracts in such way that the performance of the contract should not exceed the SLA agreed by the external or internal customer. Manages and follows up the execution of customer orders, optimizes the technical contents and budgets, with regards to compliance with the contract and surveying the results of changes. Performs order management and related procedures and tasks, provides support for the execution of service contracts by managing the orders, as well as providing up-to-date information on the status of orders, change requests and the services performed to the service line or the customer. Support of the billing process.
WHAT WILL YOU DO:
- Steer and lead all key accountabilities and responsibilities of Order Manager I, Order Manager II, and Order Manager III roles.
- Manage, validate, create, plan, and process complex customer orders, while providing consultancy to ensure delivery within required time, quality, cost, and KPIs.
- Support and manage the execution of service contracts in such way that the performance of the contract meets all relevant service KPIs and stay within the given budget. Communicate with production to ensure delivery of services in required SLA, OLA and KPI.
- Support the billing process by providing relevant order management inputs.
- Manage Order Management (OM) tasks in the pre-sales phase.
- Manage onboarding of new customer to OM SSC (acting as a SPOC for stakeholders who request onboarding of a new customer, preparing calculations for number of resources that are necessary for handling new orders).
- Validate and resolve complex customer requests concerning technical feasibility.
- Identifiy potential risks or blocking points of implementation and delays of orders,
- Monitor, measure, coordinate, and escalate troubleshooting activities through involved organizational units to avoid any delays.
- Support project teams & order to deliver complex order process.
- Create and manage Service Improvement Plans. Make recommendations or suggestions on optimization relating processes, reporting and quality improvement (based on the analysis).
- Propose new solutions for customers.
- Notifiy the Customer Business Manager, if there is a need for contract extension, or the provision of special resources for the purchasing of new assets.
- Take part in the execution of the contract and the coordination of the implementation.
- Make sure that contracts are performed in line with contractually agreed SLAs.
- Cooperate with business owners to ensure the availability of resources/skills.
- Monitor compliance with the deadlines and expected service levels, the development of costs, the performance dependent cost accounting and the internal allocation of costs.
- Apply intermediate knowledge of project execution and service management methods, tools, and processes to improve service quality.
- Consult the customer's technical staff and middle management for the clarification of technical issues.
- Make proposals for keeping and optimizing customer budgets.
- Supervise the entire end-to-end ordering process, and if needed, consult the departments concerned and the customer.
- Participate in process design activities and contribute to setting priorities.
- Take part in the development and testing of systems / tools.
- Share knowledge with the associates and providesthem professional guidance.
- Take responsible for quality of the associated support area measured in KPI-s, project milestones
- Check offerings for compliance with the technical concept. Propose alternatives to the clients to enable cost optimization.