Descripción de la oferta
At T-Systems, you will find groundbreaking projects that contribute to social and ecological well-being. For this reason, we will do everything possible to ensure that you have all the development opportunities by providing a support network, excellent technology, a new work environment, and the freedom to work autonomously. We support you in growing both personally and professionally so that you can make a notable impact on society. T-Systems is a team of around 28,000 employees worldwide, making us one of the leading global providers of end-to-end integrated solutions. We develop hybrid cloud solutions, artificial intelligence, and drive the digital transformation of companies, industries, the public sector, and ultimately, society as a whole. As the Head of Customer Delivery Management , you will lead customer relationships, profitability, farming and cross selling within existing business and engaged with presales for new business development. This role is at the heart of our mission: delivering exceptional services to our customers while driving innovation and operational excellence. You will oversee the end-to-end delivery of services , ensuring quality, efficiency, and customer satisfaction across a diverse portfolio. This is a strategic leadership role for someone who thrives on complexity, innovation, and growth—and wants to make a real impact in a global organization. Define and communicate the vision and objectives for Customer Delivery Management aligned with GDC and T-Systems strategy. Drive continuous improvement and innovation in delivery models, processes, and customer experience. Service Delivery Excellence Oversee end-to-end delivery of services, ensuring adherence to SLAs, KPIs, and quality standards. Implement robust governance for incident, problem, change, and service level management (ITIL-based). Portfolio Management & Growth Manage the GDC service references and enabling portfolio knowhow, ensuring alignment with customer needs and market trends. Customer Relationship Management Continuous improvement plans end innovation engagement for digital transformation Foster strong alignment with other GDC delivery units to ensure seamless end-to-end service execution. Participate in cross-functional initiatives to improve delivery models, adopt AI-driven solutions, and enhance overall customer experience. Act as a key liaison between Customer Delivery Management and other competence areas to leverage synergies and deliver maximum value to internal customers. Financial & Resource Management Own budget planning, cost control, and resource allocation for the unit. Capacity management and demand management forecasting Identify delivery risks and implement mitigation strategies. This position requires a hybrid working model with regular on-site presence at our office (Granada or Reus). Spanish: native. English: C1/C2. Bachelor's degree in Business, Management, IT, or a related field. Minimum of 8-10 years of experience in IT Service Management, Project/Program Management, or Customer Delivery roles, including significant experience leading large, cross-functional teams. Proven track record in managing large-scale delivery organizations and complex customer portfolios. Service Management Deep knowledge of service management principles, frameworks, and best practices (e.g., ITIL certification is highly desirable), including Incident, Problem, Change, and Service Level Management. Experience in financial management and P&L responsibility. Expertise in budgeting, cost validation, financial planning, and accountability for service profitability Delivery & Planning Strong project and program management skills and proven organizational ability to prioritize and manage multiple large-scale initiatives simultaneously. Agile Expertise: Good understanding and practical experience with Agile methodologies, DevOps practices, and working within scaled Agile frameworks (e.g., Knowledge of CRM systems and data-driven decision-making. Exceptional leadership and people management skills. Strong communication and stakeholder management abilities. Customer-centric approach with a focus on quality and continuous improvement. This is not just another leadership role—it's an opportunity to shape the future of global delivery in a dynamic, innovative environment. Lead a mission-critical unit with direct impact on customer success and business growth. Work with experienced teams organized in agile Tribes and Squads, fostering collaboration and innovation. Be part of a global company committed to digital transformation, sustainability, and excellence . If you are ready to take on a high-impact leadership challenge and bring your expertise to a global stage, we want you on our team. Hybrid work model (telework/face-to-face). Continuous training. Please send CV in English.
