Senior Customer (Service) Delivery Manager with German language

Deutsche Telekom IT Solutions Slovakia

Job Location:

Košice - Slovakia

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

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 :

Benefits

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 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.

Remote Work :

Yes

Employment Type :

Full-time

PurposeAccountable 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 (CS...