Order Manager IV with German
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.
Qualifications
YOU WILL SUCCEED IF YOU:
- Hold a Master’s degree.
- Bring 5 years of experience in ICT Delivery Service Management.
- Have 2–5 years of relevant professional work experience.
- Have experience providing post-sales support (advantage).
- Have experience offering professional guidance (managerial responsibility without direct subordinates).
- Hold ITIL V3 Foundation, SeM Basic, and ITIL V4 certifications.
Technical Skills
- Possess expert-level general IT knowledge.
- Demonstrate expert knowledge of the DTAG portfolio.
- Use MS Office at an advanced level.
- Apply sound project management principles in practice.
- Bring mature professional expertise, including deep understanding of theoretical concepts, practical application, and integration of related fields.
Finance Skills
- Understand finance and billing processes.
- Manage cost control and budget planning effectively.
Languages
- Speak English at an advanced (C1) level.
- Speak German at an advanced (C1) level.
Soft Skills
- Demonstrate strong customer orientation.
- Exhibit excellent leadership abilities.
- Communicate clearly and professionally.
- Negotiate effectively and diplomatically.
- Manage time efficiently and stay well organized.
- Solve problems with a structured and analytical approach.
- Deliver results and maintain a strong performance focus.
- Present confidently and professionally.
- Work with maturity, tact, and diplomacy.
- Build positive relationships through interpersonal communication and influencing skills.
Other Criteria
- Are self-motivated and able to work independently.
- Understand complex, specialized professional topics and their context.
- Navigate varying and complex situations requiring thoughtful problem-solving.
- Work within standardized procedures while making minor adaptations when needed.
- Plan, schedule, monitor, and review the work of others (task-group orientation).
- Collaborate effectively in environments requiring support, persuasion, and technical reasoning.
- Operate under regulated supervision with work reviewed after delivery.
- Contribute to company results without carrying direct financial responsibility.
- Work effectively without direct subordinates.
Additional Information
We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:
- 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
For more information about our benefits click to 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 1270 € /brutto.
Additional information
* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.