Job Description

Overall Objective Summary

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.

Accountabilities and Key Responsibilities

Service Delivery

• Oversee end to end delivery operations model of the contracted cloud services for customer's balancing cost & quality across cloud service offerings

Team Composition

• Lead and manage a team of CDMs/squads integrating SC, OPM, OPM and additional roles such a quality or program managers where required

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.

Addressing Portfolio Gaps

• Identify and address any service gaps in collaboration with portfolio owners for resolution.

Escalation Management

• Escalation point for quality of service delivery issues or customer concerns.

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 Competencies

Customer & Quality Focused

• Ability to prioritize customer needs focused on quality to ensure satisfaction.

Technical Competence

• Strong understanding of Cloud Solutions and Managed Services Portfolio.

Proficiency

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

Delivery Model & Process Optimization

• Understanding Workflow: Implementing and analyzing of e2e delivery models.

• Standardization: Establishing standardized procedures to ensure consistency in service delivery.

• Cross-Functional Collaboration: to ensure seamless integration across the organization.

• Performance Measurement: Utilizing metrics to assess delivery performance in quality and cost.

• Quality Assurance: Promoting a culture of quality and continuous improvement.

Methodological Competence

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

• Creative & Innovative thinking: and structured methods to tackle delivery challenges ensuring optimal cost & quality balance.

• Risk Management

Personal Competence

• Cross-Functional Collaboration: with various stakeholders and teams to ensure seamless integration and cooperation across the organization.

• Communication Skills: Ability to effectively translate customer demands within Cloud Managed Services and adeptly manage any service escalations and/or disputes.

• Relationship Management: Ability to build and maintain relationships with customers, internal stakeholders, teams and suppliers.

Leadership Competence

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

• Stakeholder Management: Skilled in collaboration and stakeholder management.

• Adaptability: Flexibility to adjust to changing customer demands and technological advancements.

• Result Oriented: Ability to lead highly productive and goal oriented teams in alignment with business imperatives.

What decisions can the job holder make?

Within the framework of the company's goals, guidelines and objectives for cloud services, the individual in this position has the authority to independently make decisions regarding delivery model aspects for their assigned customers. This includes considerations related to the delivery model, cost & quality of services and the ongoing development and delivery model optimization for existing customers, as well as their implementation. For new offerings in accordance with the Sales Solution Design Process, this role is responsible for solution design sign off of the CS service offering delivery model and associated costs.

Countermeasures in the event of deviations from targets

Interfaces

• Reporting to: CMS CDM (Customer Delivery Manager), Tribe Lead

• Key Interfaces: Vertical CSM (Customer Service Manager), SC OPM (Service Chain Operations Manager) and/or OPM (Operations Manager), Tribe and Squad Leads, Delivery Units, Delivery Tools (z.B. som, sap AssetManager and others), Ticket Tools (z.B. Service Now and others), Reporting Tools

Qualifications

Additional Information

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Your Task

This role is for a Customer Delivery Manager (CDM) who is accountable for the end-to-end delivery for customer accounts or cluster of accounts with a focus on quality and cost. The position serves as the delivery liaison between the customer and the delivery organization (e.g., CS, CMS). This role requires fostering strong collaboration and direct communication with the Service Management (CSM) organization and both internal and external delivery units/suppliers.

Responsibilities

• Service Delivery: Oversee end-to-end delivery operations model of the contracted cloud services for customers, balancing cost and quality across cloud service offerings

• Team Leadership: Lead and manage a team of CDMs/squads, integrating SC, OPM, and additional roles such as quality or program managers where required

• Collaboration & Communication: Maintain regular communication with delivery teams and suppliers regarding performance and quality, and establish regular cadence with Service Management (CSM) and customers on delivery aspects

• Customer Advocacy: 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 on time, within budget, and with high quality

• Cost & Quality Management: Supervise and monitor the quality and cost of services in adherence to customer order/contract obligations and drive cost optimization and efficiency measures

• Addressing Portfolio Gaps: Identify and address any service gaps in collaboration with portfolio owners

• Escalation Management: Serve as escalation point for quality of service delivery issues or customer concerns

• 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: Periodically review and align with Service Delivery Management (CSM) the customer strategy for optimizing customer delivery

• Business Alignment: Maintain oversight of company business imperatives and actively contribute to Cloud Services business objectives and strategic initiatives

Decision Authority

Within the framework of the company's goals, guidelines, and objectives for cloud services, this role has the authority to independently make decisions regarding delivery model aspects for assigned customers. This includes considerations related to the delivery model, cost/quality of services, and ongoing development and delivery model optimization for existing customers as well as their implementation. For new offerings, in accordance with the Sales Solution Design Process, this role is responsible for solution design sign-off of the CS service offering delivery model and associated costs.

Your Profile

We are looking for a Customer Delivery Manager (CDM) with strong leadership skills, technical understanding of cloud solutions, and excellent stakeholder management abilities to oversee end-to-end delivery operations for customer accounts.

Must Have Skills

• Experience in end-to-end delivery operations for cloud services

• Strong understanding of Cloud Solutions and Managed Services Portfolio

• Proficiency in T-Systems Cloud portfolio

• Leadership ability to manage teams of CDMs, squads, and delivery personnel

• Strong analytical and problem-solving skills

• Excellent communication skills for managing customer demands and service escalations

• Ability to build and maintain relationships with customers, stakeholders, and suppliers

• Experience in cost and quality management of service delivery

• Knowledge of delivery models and process optimization

• Risk management skills

• Result-oriented approach to achieve business objectives

• Adaptability to changing customer demands and technological advancements

• Cross-functional collaboration skills