Role Overview
As the Head of Customer Delivery Management, you will lead customer relationships, profitability, farming and cross selling within existing business and engaged with presales for new business development. This role is at the heart of our mission: delivering exceptional services to our customers while driving innovation and operational excellence.
You will oversee the end-to-end delivery of services, ensuring quality, efficiency, and customer satisfaction across a diverse portfolio. Beyond operational excellence, you will manage the GDC portfolio, identify upselling opportunities, and foster strong relationships with internal stakeholders to maximize business value.
You will lead an experienced team organized into Tribes and Squads, each dedicated to specific customers, enabling agility and customer-centricity. This is a strategic leadership role for someone who thrives on complexity, innovation, and growth—and wants to make a real impact in a global organization.
Key Responsibilities
- Strategic Leadership & Vision
- Define and communicate the vision and objectives for Customer Delivery Management aligned with GDC and T-Systems strategy.
- Drive continuous improvement and innovation in delivery models, processes, and customer experience.
- Service Delivery Excellence
- Oversee end-to-end delivery of services, ensuring adherence to SLAs, KPIs, and quality standards.
- Implement robust governance for incident, problem, change, and service level management (ITIL-based).
- Portfolio Management & Growth
- Manage the GDC service references and enabling portfolio knowhow, ensuring alignment with customer needs and market trends.
- Actively drive upselling activities and growth initiatives towards internal customers by identifying new business demands, co-creating solutions, and ensuring robust solution acceptance and cost validation for new offerings.
- Customer Relationship Management
- Act as the primary escalation point for critical incidents and strategic issues.
- Build and maintain strong relationships with internal customers and stakeholders, ensuring trust and satisfaction.
- Continuous improvement plans end innovation engagement for digital transformation
- Stakeholder Collaboration:
- Foster strong alignment with other GDC delivery units to ensure seamless end-to-end service execution.
- Work closely with Business Operations to optimize processes, drive automation, and ensure financial and operational efficiency.
- Participate in cross-functional initiatives to improve delivery models, adopt AI-driven solutions, and enhance overall customer experience.
- Act as a key liaison between Customer Delivery Management and other competence areas to leverage synergies and deliver maximum value to internal customers.
- Act as the ultimate point of contact for key internal stakeholders and customer representatives, managing expectations and fostering strong, growth-oriented relationships.
- Financial & Resource Management
- Own budget planning, cost control, and resource allocation for the unit.
- Monitor profitability and ensure efficient utilization of resources across Tribes and Squads.
- Capacity management and demand management forecasting
- Team Leadership
- Lead and inspire a high-performing team organized in Tribes and Squads.
- Mentor Tribe Leads and Squad Leads, fostering a culture of collaboration, empowerment, and continuous learning.
- Risk & Compliance
- Identify delivery risks and implement mitigation strategies.
- Ensure compliance with corporate policies, security standards, and regulatory requirements.