Key Responsibilities and Deliverables<br /><br />1. Order Management<br /> Coordinate and oversee the creation of offers in collaboration with the Order<br />Management team<br /> Ensure all adaptation requests are correctly captured and documented in the order<br />system<br /> Monitor progress and status of adaptation requests within the order pipeline<br /> Facilitate communication between Service Sales and Order Management to ensure<br />alignment on customer requirements<br />2. Case Management<br /> Manage and prioritize adaptation requests as individual cases throughout their<br />lifecycle<br /> Ensure seamless transition of cases to the development department with clear<br />specifications and requirements<br /> Track and report on case status, progress, and outcomes to relevant stakeholders<br /> Drive continuous improvement in case handling processes to increase efficiency and<br />customer satisfaction<br /> Manage escalations and resolve complex cases in coordination with cross-functional<br />teams<br />3. Global Scheduling<br /> Oversee the global distribution of adaptation tasks to ensure optimal resource<br />utilization<br /> Manage global scheduling to guarantee timely delivery of adaptation projects<br /> Coordinate with international teams to assign tasks based on capacity and expertise<br /><br /> Monitor adherence to deadlines and proactively address scheduling conflicts or<br />delays<br /> Implement and optimize scheduling tools and processes<br />4. Order Clarification<br /> Lead the clarification of technical and commercial requirements with customers<br /> Act as a central point of contact for customer inquiries related to adaptation requests<br /> Ensure all customer specifications are accurately understood and communicated to<br />internal teams<br /> Facilitate workshops and meetings with customers to clarify needs and expectations<br /> Translate customer requirements into actionable tasks for development and project<br />teams<br /><br />5. Process Development & Continuous Improvement<br /> Design, implement, and document the end-to-end Adaptation Request Management<br />process<br /> Establish best practices, standards, and guidelines for handling adaptation requests<br /> Continuously monitor and analyze process effectiveness, identifying areas for<br />improvement<br /> Lead process optimization initiatives and drive change management<br /> Foster a culture of continuous improvement within the team and across interfaces<br /><br />6. Technical Sales<br /> Support the Sales team in technical consulting and presentation of adaptation<br />solutions to customers<br /> Analyze customer requirements and develop tailored, technically sound solution<br />proposals<br /> Prepare and evaluate technical offers in close collaboration with Sales and<br />Development<br /> Ensure offers are both technically feasible and commercially attractive<br /> Conduct product demonstrations, workshops, and customer trainings for adaptation<br />projects<br /> Actively participate in offer calculation and negotiation processes with customers<br />regarding technical aspects<br /> Serve as an interface between Sales, Development, and Customers to clarify<br />technical questions<br /> Support identification of new business opportunities through technical expertise and<br />market observation<br /> Document technical sales activities and continuously analyze customer feedback to<br />improve the product portfolio<br /><br />7. Software Download Portal Administration<br /> User and access rights management<br /> Publication of software components<br /> Metadata maintenance and optimization<br />Deliverables: Secure, compliant, and user-friendly portal operation.<br />Reporting<br /> Regular Status Reporting:<br />Preparation and distribution of weekly/monthly reports on the progress, status, and<br />outcomes of adaptation requests to management and relevant stakeholders.<br /> KPI Monitoring:<br />Tracking, analyzing, and visualizing key performance indicators (KPIs) such as Turn<br />Around Time, Fulfillment Rate, Customer Satisfaction, First-Time Right Rate, and<br />Escalation Rate.<br /> Process Performance Analysis:<br />Evaluation of process efficiency and identification of bottlenecks or areas for<br />improvement based on quantitative and qualitative data.<br /> Customer Feedback Reporting:<br />Collecting, summarizing, and presenting customer feedback and satisfaction scores<br />related to adaptation requests.<br /> Escalation and Issue Reporting:<br />Timely reporting and documentation of escalated cases, including root cause<br />analysis and proposed solutions.<br /> Forecasting and Resource Planning:<br />Reporting on expected workload, resource utilization, and capacity requirements to<br />support global scheduling and strategic planning.<br /> Ad-hoc Reports:<br />Creation of ad-hoc reports as requested by management or other departments to<br />address specific issues or questions.<br /> Presentation of Results:<br />Preparing and presenting report findings in management meetings, steering<br />committees, and cross-functional workshops.<br />Interfaces<br /> Business Champion<br /><br /> Adaptation Execution & Software delivery<br /> Customer Project Manager<br /> Order Management<br /> Service Sales<br /> Customer<br /><br />Success Metrics (Examples)<br />1. Turn Around Time (TAT)<br /> Definition: Average time from receipt of an adaptation request to delivery of the<br />solution or product.<br /> Example KPI:<br />o Average Turn Around Time for adaptation requests: 80% of deliveries<br />according to lead time in service catalogue<br /><br />2. Fulfillment Rate<br /> Definition: Percentage of adaptation requests successfully delivered according to<br />customer requirements and within agreed timelines.<br /> Example KPI:<br />o Fulfillment Rate: > 90% of adaptation requests delivered on time and as<br />specified<br />3. First-Time FixRate<br /> Definition: Percentage of adaptation requests completed without the need for<br />rework or clarification.<br /> Example KPI:<br />o First-Time Right Rate: > 90%<h3>experience</h3>7