Customer Delivery Manager

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 Innovativethinking 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

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