Senior Customer (Service) Delivery Manager with German language

Purpose

Accountable for the end-to-end delivery for customer accounts, or cluster of accounts, with a focus on quality and cost and the delivery liaison between the customer and the delivery organization (e.g. CS CMS). Foster strong collaboration and direct communication with the Service Management (CSM) organization and both internal and external delivery units/suppliers. 

Key accountabilities

• Service Delivery: Oversee end-to-end delivery operations model of the contracted cloud services for customer/s balancing cost & quality across cloud service offerings.  

• Collaboration & Communication: Maintain regular communication with delivery teams and suppliers, as needed, regarding performance and quality. Furthermore, regular cadence is established with Service Management (CSM) and the customer on delivery aspects of the service. 

• Customer Voice: Represent the voice of the customer within the CMS delivery organization.  

• Solution Approval: Endorse and approve optimal costing and solution design sign off including Transition & Transformation (TT) approach.  

• Delivery Oversight: Monitor all aspects of customer delivery, ensuring services are delivered in time, in budget and in high quality. Cost & Quality Management: Supervise and monitor the quality and cost of services in adherence to customer order / contract obligations. Furthermore, drive cost optimization and efficiency measures in alignment with the responsible delivery organizations.  

• Complaint Management: Ensure prompt management and resolution of customer delivery complaints. 

• Quality Enhancement: Direct quality initiatives like Back2Green programs in alignment with QPEE process and standards 

• Strategic Planning: Periodic review and alignment with Service Delivery Management (CSM) the customer strategy in the context of aligning, planning, and optimizing the customer delivery.  

• Maintain oversight of the company business imperatives and actively contribute to Cloud Services business objectives and strategic initiatives. 

Role competences:

• Strong understanding of Cloud Solutions and Managed Services 

• Portfolio Proficiency: Possesses and maintains a profound knowledge of T-Systems Cloud portfolio. 

• Problem-Solving: Strong analytical skills to identify issues and implement effective solutions.

• Leadership: Ability to lead highly productive and goal-oriented tribes, squads and/or teams aiming to achieve common business objectives. 

• Leadership: Ability to lead highly productive and goal-oriented tribes, squads and/or teams aiming to achieve common business objectives.