Adaptation Request manager

Key Responsibilities and Deliverables

1. Order Management
Coordinate and oversee the creation of offers in collaboration with the Order
Management team
Ensure all adaptation requests are correctly captured and documented in the order
system
Monitor progress and status of adaptation requests within the order pipeline
Facilitate communication between Service Sales and Order Management to ensure
alignment on customer requirements
2. Case Management
Manage and prioritize adaptation requests as individual cases throughout their
lifecycle
Ensure seamless transition of cases to the development department with clear
specifications and requirements
Track and report on case status progress and outcomes to relevant stakeholders
Drive continuous improvement in case handling processes to increase efficiency and
customer satisfaction
Manage escalations and resolve complex cases in coordination with cross-functional
teams
3. Global Scheduling
Oversee the global distribution of adaptation tasks to ensure optimal resource
utilization
Manage global scheduling to guarantee timely delivery of adaptation projects
Coordinate with international teams to assign tasks based on capacity and expertise

Monitor adherence to deadlines and proactively address scheduling conflicts or
delays
Implement and optimize scheduling tools and processes
4. Order Clarification
Lead the clarification of technical and commercial requirements with customers
Act as a central point of contact for customer inquiries related to adaptation requests
Ensure all customer specifications are accurately understood and communicated to
internal teams
Facilitate workshops and meetings with customers to clarify needs and expectations
Translate customer requirements into actionable tasks for development and project
teams

5. Process Development & Continuous Improvement
Design implement and document the end-to-end Adaptation Request Management
process
Establish best practices standards and guidelines for handling adaptation requests
Continuously monitor and analyze process effectiveness identifying areas for
improvement
Lead process optimization initiatives and drive change management
Foster a culture of continuous improvement within the team and across interfaces

6. Technical Sales
Support the Sales team in technical consulting and presentation of adaptation
solutions to customers
Analyze customer requirements and develop tailored technically sound solution
proposals
Prepare and evaluate technical offers in close collaboration with Sales and
Development
Ensure offers are both technically feasible and commercially attractive
Conduct product demonstrations workshops and customer trainings for adaptation
projects
Actively participate in offer calculation and negotiation processes with customers
regarding technical aspects
Serve as an interface between Sales Development and Customers to clarify
technical questions
Support identification of new business opportunities through technical expertise and
market observation
Document technical sales activities and continuously analyze customer feedback to
improve the product portfolio

7. Software Download Portal Administration
User and access rights management
Publication of software components
Metadata maintenance and optimization
Deliverables: Secure compliant and user-friendly portal operation.
Reporting
Regular Status Reporting:
Preparation and distribution of weekly/monthly reports on the progress status and
outcomes of adaptation requests to management and relevant stakeholders.
KPI Monitoring:
Tracking analyzing and visualizing key performance indicators (KPIs) such as Turn
Around Time Fulfillment Rate Customer Satisfaction First-Time Right Rate and
Escalation Rate.
Process Performance Analysis:
Evaluation of process efficiency and identification of bottlenecks or areas for
improvement based on quantitative and qualitative data.
Customer Feedback Reporting:
Collecting summarizing and presenting customer feedback and satisfaction scores
related to adaptation requests.
Escalation and Issue Reporting:
Timely reporting and documentation of escalated cases including root cause
analysis and proposed solutions.
Forecasting and Resource Planning:
Reporting on expected workload resource utilization and capacity requirements to
support global scheduling and strategic planning.
Ad-hoc Reports:
Creation of ad-hoc reports as requested by management or other departments to
address specific issues or questions.
Presentation of Results:
Preparing and presenting report findings in management meetings steering
committees and cross-functional workshops.
Interfaces
Business Champion

Adaptation Execution & Software delivery
Customer Project Manager
Order Management
Service Sales
Customer

Success Metrics (Examples)
1. Turn Around Time (TAT)
Definition: Average time from receipt of an adaptation request to delivery of the
solution or product.
Example KPI:
o Average Turn Around Time for adaptation requests: 80% of deliveries
according to lead time in service catalogue

2. Fulfillment Rate
Definition: Percentage of adaptation requests successfully delivered according to
customer requirements and within agreed timelines.
Example KPI:
o Fulfillment Rate: > 90% of adaptation requests delivered on time and as
specified
3. First-Time FixRate
Definition: Percentage of adaptation requests completed without the need for
rework or clarification.
Example KPI:
o First-Time Right Rate: > 90%