Role OverviewAs the Director of Customer Delivery Management, you will spearhead customer relations, drive profitability, and enhance cross-selling strategies within our existing accounts while collaborating with presales teams for new business pursuits. This pivotal role embodies our commitment to delivering outstanding services and fostering innovation and operational excellence.Your responsibilities will include overseeing the comprehensive delivery of services, ensuring high standards of quality, efficiency, and customer satisfaction across a varied portfolio. In addition to operational leadership, you will manage the GDC portfolio, pinpoint upselling opportunities, and cultivate robust relationships with internal stakeholders to maximize business value.You will lead a talented team organized into Tribes and Squads, each focused on specific clients, thereby enabling agility and a customer-centric approach. This strategic leadership position is designed for an individual who thrives in complex environments, embraces innovation, and aims to make a meaningful impact within a global organization.Responsibilities and DutiesStrategic Leadership & VisionArticulate and disseminate the vision and objectives for Customer Delivery Management in alignment with GDC and T-Systems strategies.Champion continuous improvement and innovation in delivery models, processes, and customer experiences.Service Delivery ExcellenceEnsure comprehensive service delivery, adhering to SLAs, KPIs, and quality benchmarks.Establish effective governance for incident, problem, change, and service level management (ITIL-based).Portfolio Management & GrowthOversee the GDC service references and facilitate portfolio knowledge, ensuring alignment with customer needs and market dynamics.Proactively drive upselling initiatives and growth strategies by identifying new business requirements, co-developing solutions, and validating the acceptance and cost-effectiveness of new offerings.Customer Relationship ManagementServe as the primary escalation point for critical incidents and strategic issues.Develop and maintain strong relationships with internal customers and stakeholders, fostering trust and satisfaction.Implement continuous improvement plans and engage in innovation for digital transformation.Stakeholder CollaborationEncourage strong alignment with other GDC delivery units to ensure seamless service execution.Collaborate closely with Business Operations to refine processes, promote automation, and achieve financial and operational efficiency.Participate in cross-functional initiatives aimed at enhancing delivery models, integrating AI-driven solutions, and improving overall customer experiences.
May 5, 2026