Lead Service Delivery Manager – AI Products (REF5730I)

Job Description

As Lead Service Delivery Manager, you are accountable for the overall Service Delivery Management function of the AI Product Business. You establish and continuously improve the operational backbone that enables successful delivery of AI products throughout their lifecycle.

You act as the primary interface between Product Management, Business Management, Finance, Sales, Delivery Units and executive stakeholders, ensuring commercial excellence and operational transparency across the AI portfolio.

In addition, you personally lead the service delivery of selected strategic and highly complex AI engagements, supporting customers and internal stakeholders throughout the complete delivery lifecycle.

Responsibilities

• Own the Service Delivery Management function for the AI Product Business.
• Define, govern and continuously optimize end-to-end operational processes across the AI product portfolio.
• Own the complete Order-to-Cash (O2C) process, ensuring seamless execution from opportunity handover through delivery, invoicing and revenue realization.
• Own the forecasting process for the AI Product Business, consolidating delivery, revenue, resource and cost forecasts for management.
• Establish governance, reporting and KPIs to ensure operational excellence across all AI products.
• Serve as the central point of contact for management-related operational requests, escalations and business steering topics.
• Drive cross-functional collaboration between Product Management, Finance, Sales, Delivery, Procurement and Engineering.
• Lead Service Delivery Management activities for selected strategic, multinational or technically complex AI customer engagements.
• Ensure commercial compliance, contract fulfilment and financial transparency throughout the delivery lifecycle.
• Identify operational risks, proactively manage escalations and implement mitigation measures.
• Drive continuous improvements, automation and standardization of service delivery processes.
• Mentor and guide Service Delivery Managers, fostering best practices and operational excellence across the organization.

Qualifications

• 8+ years of experience in Service Delivery Management, Delivery Management, Program Management or Operations Management within an international IT organization.
• Several years of experience leading complex customer engagements and cross-functional delivery organizations.
• Deep understanding of commercial delivery processes including Order-to-Cash, forecasting, invoicing, financial controlling and project governance.
• Strong knowledge of T-Systems internal delivery, finance and operational processes.
• Extensive experience with SAP/SPPM, Salesforce (TSI Force), ServiceNow and enterprise delivery tools.
• Proven ability to coordinate multiple stakeholders across business units, countries and management levels.
• Strong analytical and financial mindset with excellent planning and forecasting capabilities.
• Experience working with cloud services, AI platforms or digital products is highly desirable.
• Fluent English (C1); German is considered a strong advantage.

Advantages

• Experience within the Artificial Intelligence, Cloud or Digital Solutions business.
• Understanding of AI platforms, LLM services or managed cloud offerings.
• ITIL certification.
• Experience with Lean or process optimization methodologies.
• Experience working in international matrix organizations.
• TÜV Service Delivery Manager certification.

Required Soft Skills

• Outstanding stakeholder management and communication skills.
• Strong leadership and influencing capabilities without direct authority.
• Strategic thinking combined with hands-on execution.
• Excellent organizational and prioritization skills.
• High degree of ownership and accountability.
• Ability to navigate complex organizational structures.
• Strong negotiation and conflict resolution skills.
• Self-driven, resilient and solution-oriented mindset.
• Team player with a collaborative leadership style.

* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.