Control Tower Operation Specialist (OM)

The Service Area Repair (SAR) is part of Global Services Operations in Business Unit Global Services and is globally responsible for delivering hardware-related services across multiple business areas. SAR focuses on customer contract SLA/WLA fulfillment while optimizing end-to-end delivery and maximizing return on capital employed for service delivery. As a Supply Chain Control Tower Operations Specialist – Order Management, you will oversee and manage the end-to-end order lifecycle within a centralized control tower environment. You will ensure full visibility of customer orders from placement to delivery, proactively identify risks, resolve exceptions, and coordinate across internal teams, suppliers, logistics partners, and customers to secure on-time and accurate order fulfillment.

Responsibilities

Manage and monitor end-to-end customer orders from creation to final delivery, ensuring accurate entry, validation and processing in ERP/SAP systems; Operate the supply chain control tower to maintain real-time visibility of order flows, monitor KPIs (SLA/WLA, automation rate), identify risks and drive issue resolution; Create, manage and track Purchase Orders (POs) and Sales Orders (SOs) in SAP, coordinate goods receipt and invoice verification, and secure alignment between purchase orders, goods receipts and delivery confirmations; Detect and resolve order exceptions (delays, mismatches, shortages) by coordinating with warehouses, repair centers, planners and logistics partners, performing root cause analysis and implementing corrective actions; Leverage AI and automation tools to enhance monitoring, reporting and digitalization of order management workflows; Act as the primary operational point of contact for internal and external stakeholders, providing regular reporting on order performance and contributing to continuous improvement and SOP updates

Requirements

Bachelor's degree in engineering or a related supply chain discipline; fluent English (oral and written); Good experience in supply chain, order management, shared services or control tower operations, ideally within telecom or reverse logistics (RMA), with understanding of SAR HWS operations, processes and financials; Strong hands-on experience with SAP order operations (POs, SOs, GR, open PO reports, delivery schedules) and familiarity with AI and automation to enhance performance and digitalization; Proven experience working with international customers and cross-functional global teams, including interaction with senior and executive management; Strong attention to detail and accuracy; Ability to manage multiple priorities under time pressure; Proactive mindset with a continuous improvement attitude; Team player with strong cross-functional collaboration skills; Customer-focused with professional communication skills; Analytical and statistical skills

Nice to have

Professional supply chain certifications such as APICS CSCP or CPIM are considered a strong plus