Company Description
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T‑Systems is part of the Deutsche Telekom Group, with around 30,000 employees worldwide. We create technology with purpose to generate a positive impact on society. We are looking for curious talent, eager to learn, take on challenges, and contribute ideas that transform our customers’ experience. We trust people: we offer autonomy, continuous support, and a collaborative environment where you can grow without limits. We are one global team, guided by respect, integrity, and a passion for doing better every day.
Job Description
Role Overview
As the
Head of Customer Delivery Management, you will lead customer relationships, profitability, farming and cross selling within existing business and engage 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. 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.
Responsibilities And Duties
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 know‑how, 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 and 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.
Qualifications
Location
This position requires a hybrid working model with regular on‑site presence at our office (Granada or Reus).
Languages
Spanish: native.
English: C1/C2.
Education
Bachelor’s degree in Business, Management, IT, or a related field.
Experience
Minimum of 8–10 years of experience in IT Service Management, Project/Program Management, or Customer Delivery roles, including significant experience leading large, cross‑functional teams.
Proven track record in managing large‑scale delivery organisations and complex customer portfolios.
Leadership
Proven experience in managing and coordinating experienced technical and managerial profiles, demonstrating strong mentorship and people development skills.
Service Management
Deep knowledge of service management principles, frameworks, and best practices (e.g., ITIL certification is highly desirable), including Incident, Problem, Change, and Service Level Management.
Financial Acumen
Experience in financial management and P&L responsibility.
Expertise in budgeting, cost validation, financial planning, and accountability for service profitability.
Delivery & Planning
Strong project and programme management skills and proven organisational ability to prioritise and manage multiple large‑scale initiatives simultaneously.
Nice‑to‑have Requirements
Agile Expertise – Good understanding and practical experience with Agile methodologies, DevOps practices, and working within scaled Agile frameworks (e.g., Tribes and Squads).
Technical Understanding – Knowledge of CRM systems and data‑driven decision‑making.
Skills & Competencies
Strategic thinking and ability to translate vision into actionable plans.
Exceptional leadership and people management skills.
Strong communication and stakeholder management abilities.
Analytical mindset with problem‑solving and decision‑making capabilities.
Customer‑centric approach with a focus on quality and continuous improvement.
Financial acumen and resource optimisation skills.
Why Join T-Systems?
This is not just another leadership role—it’s an opportunity to shape the future of global delivery in a dynamic, innovative environment. At T‑Systems, you will:
Lead a mission‑critical unit with direct impact on customer success and business growth.
Work with experienced teams organised in agile Tribes and Squads, fostering collaboration and innovation.
Drive strategic initiatives that influence the entire GDC organisation.
Be part of a global company committed to digital transformation, sustainability, and excellence. xpzdshu
Additional Information
Work environment & flexibility
International, dynamic and collaborative environment
T‑Social: social initiatives (sports, community, health, …)
Hybrid work model (remote/on‑site)
Flexible working hours
Growth & development
Customised training: access to Coursera to learn whatever you want, whenever you want
Weekly language classes (English, Spanish & German)
International Mentoring Sessions & Experience Days
Compensation & Benefits
Flexible compensation plan (health insurance, meal vouchers, childcare, transport)
Telemedicine
Life and accident insurance
Social fund
Wellbeing & time off
26+ working days of vacation per year
Free access to specialist services (medical, legal, wellness)
100% salary coverage during medical leave
T‑Systems Iberia will only process the CVs of candidates who meet the requirements specified for each offer.
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