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Junior Service Delivery Manager

T-Systems Slovakia s.r.o.

Information about the position

  • Place of work: Žriedlová 13, Košice
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

General description
-Accountable for order delivery management process, for financial performance and billing tasks within the areas of the Service Ensurance


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 :
o SPOC between customer and operation/production
o order entry gate for the customer
o direct interface to customer in relation to order management process

Global Customer Order Desk :
o accountable for tracking and tracing of orders
o proposing and implementing process improvements
o 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
o managing migrations calls and escalations
o 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
o 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.

Employee perks, benefits

Other benefits:
-Cafeteria - individual benefit
-Trainings and development opportunities
-Discounts at various providers in Košice
-Possibility of Home office
-Pension savings contribution
-Meal vouchers contribution
-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

Requirements for the employee

Candidates with education suit the position

University education (Master's degree)

Language skills

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

Personality requirements and skills


-University education 2nd degree ( preferred field of study - Information technologies)

-Minimum 2 years of experience in ICT Delivery Service Management

-English – B1
-German – B2

-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 and problem solving attributes
-Exhibiting tact and diplomacy
-Experience of post-sales support - advantage
-Cost control and budget planning
-Customer orientation, excellent leadership, communication skills, negotiation skills, time management, problem solving ability, result orientation, presentation skills
-General IT overview, TSI portfolio knowledge, MS Office
-Certification - ITIL V3 Foundation, SeM Basic


Brief description of the company

T-Systems delivers high-quality services combining
information and communication technology (ICT). The
company's broad expertise in both fields makes the
business customer division of Deutsche Telekom a
preferred partner for multi-national corporations, small and
medium-sized businesses and public institutions. Over
160,000 customers from every industry worldwide benefit
from the company's special expertise in providing
integrated ICT solutions from a single source. T-Systems
is the only company to offer its own complete ICT portfolio
and to combine IT ( Information technology) and communication technology to
produce new solutions.

Number of employees

1000 an more employees

Company address

T-Systems Slovakia s.r.o.
Žriedlová 13
040 01 Košice