At T-Systems, you will find groundbreaking projects that contribute to social and ecological well-being. For this reason, we will do everything possible to ensure that you have all the development opportunities by providing a support network, excellent technology, a new work environment, and the freedom to work autonomously. We support you in growing both personally and professionally so that you can make a notable impact on society.
Maximice sus posibilidades de que su candidatura sea seleccionada asegurándose de que su CV y sus habilidades se ajustan al perfil.
T-Systems is a team of around 28,000 employees worldwide, making us one of the leading global providers of end-to-end integrated solutions. We develop hybrid cloud solutions, artificial intelligence, and drive the digital transformation of companies, industries, the public sector, and ultimately, society as a whole.
Head of Customer Delivery Management
This role is at the heart of our mission: delivering exceptional services to our customers while driving innovation and operational excellence. You will lead customer relationships, profitability, farming and cross selling within existing business and engage with pre‑sales for new business development. This strategic leadership role thrives on complexity, innovation, and growth—and wants to make a real impact in a global organization.
Key Responsibilities
Vision & Objectives
Define and communicate the vision and objectives for Customer Delivery Management aligned with GDC and T‑Systems strategy.
Customer 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.
Customer Relationship Management
Continuous improvement plans and innovation engagement for digital transformation. Foster strong alignment with other GDC delivery units to ensure seamless end‑to‑end service execution.
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.
Financial & Resource Management
Own budget planning, cost control, and resource allocation for the unit. Capacity management and demand management forecasting.
Identify delivery risks and implement mitigation strategies.
Qualifications
* Bachelor’s degree in Business, Management, IT, or a related field.
* 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 organizations and complex customer portfolios.
* Deep knowledge of service management principles, frameworks, and best practices (ITIL certification highly desirable), including Incident, Problem, Change, and Service Level Management.
* Experience in financial management and P&L responsibility.
* Expertise in budgeting, cost validation, financial planning, and accountability for service profitability.
* Strong project and program management skills and proven organizational ability to prioritize and manage multiple large‑scale initiatives simultaneously.
* Good understanding and practical experience with Agile methodologies, DevOps practices, and working within scaled Agile frameworks. Knowledge of CRM systems and data‑driven decision‑making.
* Exceptional leadership and people management skills.
* Strong communication and stakeholder management abilities.
* Customer‑centric approach with a focus on quality and continuous improvement.
* English and Spanish mandatory.
Additional Information
This is not just another leadership role—it’s an opportunity to shape the future of global delivery in a dynamic, innovative environment. Lead a mission‑critical unit with direct impact on customer success and business growth.
Work with experienced teams organized in agile Tribes and Squads, fostering collaboration and innovation.
Hybrid work model (telework/face‑to‑face). Continuous training.
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