Service Delivery Manager

at  TSystems Netherlands

YOUR TASK

Are you searching for a diverse and impactful role? Is customer satisfaction your biggest drive? Do you have experience with SAP and Cloud technologies? Join T-Systems as an IT Service Delivery Manager (SDM) in a fast-growing and dynamic sector! In this position, you will ensure and manage contract fulfillment with a focus on time, quality, and cost, while driving the development and expansion of assigned international contracts. You’ll be the primary point of contact for our customers, as well as for internal and external delivery units and suppliers, ensuring customer success at every step of the journey. What You’ll Do: You will take ownership of the end-to-end customer experience and engage with clients to ensure they are successfully adopting our Cloud and SAP solutions. Your responsibilities will include: - Customer Relationship Management: Be the trusted advisor to our clients, managing their experience, voice, and feedback through rigorous customer engagement strategies, including customer surveys and satisfaction initiatives. - Growth and Strategy: Develop strategies to help our customers succeed with our cloud and SAP portfolios, aligning their business goals with our services. You’ll drive up/cross-selling opportunities using the LAER model (Adopt & Renew = CSM; Land & Expand = Sales). - Account and Financial Management: Take ownership of the customer account, including the P&L, offer pricing, and GP approval. You’ll also manage the contract lifecycle, from fulfillment to compliance, while closely aligning with sales teams on customer growth strategies. - Contract and Claim Management: Oversee contract management and handle any claims to ensure customer satisfaction while keeping an eye on financial KPIs. - Leadership and Global Collaboration: Lead a distributed team in a global delivery model, ensuring seamless collaboration across borders to deliver value to our customers.

YOUR PROFILE

What We’re Looking For: - 5+ years of IT experience in cloud, SAP, or related technologies. - Experience in IT portfolio management across multiple disciplines. - Strong leadership, communication, and financial management skills. - Proven ability to drive customer satisfaction and growth. - Service management knowledge (e.g., ITSM) and relevant certifications are a plus. - Fluent in English and Dutch. - A commercial attitude and a proactive, customer-centric mindset. Please note:

• Acquisition in response to this advertisement is not appreciated.
• Employee screening and assessment will be part of the hiring process.
• Only applicants already residing in NL and with a valid work permit will be considered

ABOUT US

T-SystemsYour digitalization partner with industry expertise with around 26,000 employees worldwide, locations in over 20 countries and annual sales of approximately EUR 4 billion (2023), T-Systems is one of the leading providers of ICT and digitalization solutions in Europe. The subsidiary of Deutsche Telekom is headquartered in Germany. It is present in Europe as well as in selected core markets and at strategic production sites worldwide. T-Systems offers integrated ICT solutions from end to end and thus drives the digital transformation of companies and the public sector. The focus industries include the automotive and healthcare sectors, transport, trade and logistics, finance, manufacturing and public administration. About T-Systems NLIn the Netherlands T-Systems has 220 employees with office locations in Utrecht and Rijswijk. In our HQ in Utrecht our innovation center is the place to inspire, collaborate and create together with customers and partners

Please refer the Job description for details