Netherlands Job Openings
T-Systems Netherlands
Service Delivery Manager
Utrecht
PART TIME
October 21, 2024
Your tasks
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
- 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.
- 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
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