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.
Qualifications
Education
- Information technologies – Master
Experience
- ICT Delivery Service Management - 3 years minimum
Certification
- ITIL V4 Foundation, SeM Advanced
IT Technical Skills
- General IT overview - Expert
- DTAG portfolio knowledge - Expert
- MS Office - Advanced
Soft skills
- Customer orientation
- Excellent leadership
- Communication skills
- Negotiation skills
- Time management
- Problem solving ability
- Result orientation
- Presentation skills
Finance skills
- Finance and billing - Advanced
Languages
- German - Advanced (C1)
- English - Advanced (C1)
Other:
- Self-motivated individual with excellent interpersonal communication and influencing skills
- Excellent motivator with ability to achieve results
- Able to resolve issues independently
- Excellent Customer interface
- Sound knowledge of project management principles
- Mature specialized professional knowledge (deep understanding of a specific professional field)
- Analytical and problem solving attributes
- Exhibiting tact and diplomacy
- Experience of post-sales support - advantage
- Cost control and budget planning
Possible specialisation (optional for recruitment reasons)
- Finance & Billing
- Service Ensurance
- Customer and Contract Management
- Claim Management
- Demand Management
- Risk Management
Additional Information
We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:
- Financial benefits
- Benefits with focus on learning and development
- Benefits with focus on health and sport
- Benefits with focus on family and work – life balance
- Other benefits
For more information about our benefits click to Benefits
Salary
Final salary is negotiable.
We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 2600 € /brutto.
Additional information
* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.