- Company Name
- Telefónica Tech
- Job Title
- Head of Order Management
- Job Description
-
Job Title: Head of Order Management
Role Summary
Lead the order management function for a global technology services organization. Oversee accurate processing of all product and service orders, manage a high‑volume operations team, drive forecast accuracy, and serve as the primary liaison between Sales, Procurement, Finance, and Service Delivery. Champion continuous improvement, enforce process excellence, and maintain data integrity across sales and operational systems.
Expectations
- Deliver 100 % accurate and on‑time order fulfillment against forecasted targets.
- Maintain SLA compliance for service delivery and procurement cycles.
- Keep sales pipeline and order data consistently up‑to‑date in CRM and ERP systems.
- Foster a high‑performance culture, ensuring clear performance metrics, coaching, and development.
- Identify and implement process enhancements that reduce cycle time and error rates.
Key Responsibilities
- Manage day‑to‑day order processing for all product and service orders.
- Allocate workloads and coordinate with Account Managers to balance team capacity.
- Interpret complex service orders, determine equipment/service requirements, and coordinate procurement or internal delivery.
- Support bid/tender activities, providing operational feasibility, resource planning, and cost capture.
- Own and continuously improve team processes to align with business goals.
- Act as escalation point for order or support issues, resolving or routing as appropriate.
- Record and verify all sales opportunities and pipeline data in internal systems.
- Build and maintain relationships with Procurement, Sales, Finance, Service Delivery, and key suppliers.
- Deliver regular 1‑on‑1s, team meetings, KPI reviews, and performance evaluations.
- Provide hands‑on operational coverage during peak periods or when requested.
- Approve orders and collaborate with the Head of Procurement on ad‑hoc projects.
Required Skills
- Proven experience in order management, service operations, or sales support (preferably in an IT reseller or distribution environment).
- Strong leadership, motivation, and coaching abilities, with a track record of managing high‑performance teams.
- Excellent stakeholder management, influencing, and negotiation skills at senior levels.
- Deep knowledge of end‑to‑end order processes, SLAs, and service procurement.
- Advanced analytical and forecasting skills, with the ability to drive performance metrics.
- Proficiency with CRM systems and Microsoft Office (Word, Excel, Outlook).
- Clear, concise written and verbal communication, comfortable engaging across functions.
- Strong problem‑solving, judgment, and escalation acumen.
- Resilience, adaptability, and a proactive, customer‑focused mindset.
Required Education & Certifications
- Bachelor’s degree in Business, Supply Chain, Information Technology, or related field.
- Relevant certifications in order management, supply chain, or IT service management (e.g., Six Sigma, ITIL, APICS) are advantageous.