[Hiring] Junior Service Delivery Manager @Deutsche Telekom IT Solutions Slovakia

Role Description

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

WHAT WILL YOU DO?

• Service Assurance pillar:
  • Managing Service Assurance pillar.
  • Responsible for activities necessary to meet contractual service requirements and 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.

Qualifications

• 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.

Benefits

• 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.
• Other benefits.

Salary

Final salary is negotiable. 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.

Additional Information

• Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.
• Location: Kosice.
• Company: Deutsche Telekom IT and Telecommunications Slovakia.
• Language: German.
• Job category: Non-technical positions.