Customer Delivery Manager

About the Position

We are seeking a Customer Delivery Manager to oversee end-to-end delivery operations for cloud services, ensuring quality and cost efficiency.

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 Composition: Lead and manage a team of CDMs, squads, integrating SC, OPM, OPM, and additional roles such as quality or program managers where required.
• Collaboration and Communication: Maintain regular communication with delivery teams and suppliers regarding performance and quality. Establish regular cadence 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 on 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. 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.

Requirements

• 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 end-to-end 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: 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.

Interfaces

• Reporting to: CMS, 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 (e.g., som, sap, AssetManager, and others), Ticket Tools (e.g., Service Now, and others), Reporting Tools

About the Company

T-Systems ICT India Pvt. Ltd. is a certified Great Place To Work®, proudly recognized for its strong people-first culture and commitment to employee excellence. As a wholly owned subsidiary of T-Systems International GmbH, T-Systems India operates out of Pune and Bangalore, with a dynamic team of over 4,200 professionals delivering high-value IT services to group customers worldwide. T-Systems India plays a key role in this global vision by delivering integrated, end-to-end IT solutions and sector-specific software to drive transformation across industries, including automotive, manufacturing, logistics, transportation, healthcare, and the public sector.

Additional Information

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Job Location

India

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