Head of Order Management

Hybrid Role – Belfast or London. 

Job Title: Head of Order Management
We’re looking for an organised, proactive and commercially minded Head of Order Management to oversee the end-to-end accuracy, processing and delivery of customer orders. You will manage a busy operations team, drive forecasting performance, improve processes, and act as a key liaison point between Sales, Procurement, Finance and Service Delivery.

Key Responsibilities

• Oversee accurate processing of all product and service orders, ensuring correct reporting into Sales Operations.
• Drive performance against product and forecasted targets.
• Allocate workloads and tasks fairly across the team, ensuring strong alignment with Account Managers.
• Interpret complex service orders and coordinate equipment delivery and service procurement.
• Support bid and tender activity, ensuring operational capability, resource planning and cost capture.
• Own and enhance team processes in line with wider business goals.
• Act as an escalation point for customer order or support issues.
• Ensure all sales opportunities and pipeline data are recorded accurately in internal systems.
• Build strong internal and external relationships with Procurement, Sales, Finance, Service Delivery and key suppliers.
• Share technical knowledge, drive best practice and champion continuous improvement.
• Lead 1:1s and team meetings, manage KPIs, performance reviews and identify training needs.
• Provide hands-on operational cover when required.
• Approve orders and support the Head of Procurement with ad-hoc projects.
• What We’re Looking For
• Experience in order management, service operations or sales support.
• Strong leadership skills with the ability to motivate, coach and develop a team.
• Excellent attention to detail, organisational ability and stakeholder management.

Qualifications & Skills

• Proven experience in a similar team leader role, ideally within an IT reseller or distribution environment.
• Strong stakeholder management and influencing skills, with the ability to collaborate at senior levels.
• Confident negotiator, able to secure cost-effective services and mitigate risks.
• Solid understanding of service operations, SLAs and end-to-end order processes.
• Demonstrated ability to lead, motivate and develop a team.
• Strong administrative, planning and organisational skills with excellent attention to detail.
• Proficient with CRM systems and Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills with the ability to engage confidently across functions.
• Resilient, able to challenge constructively and work well under pressure.
• Customer-focused mindset with strong problem-solving ability and sound judgement on when to escalate.
• Able to work independently, respond quickly to queries and maintain high standards.
• Proactive, flexible, and a strong team player with a positive “can-do” attitude.

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.