Customer Delivery Lead - Cloud Managed Services

Cloud Managed Services (CMS) within Cloud Services is the engine for scalable, industrialized cloud operations, turning standardized services into reliable customer outcomes. The organization is responsible for Managed IT Services starting with Data Centers, IT Infrastructure, Classic Systems, Private and Public Cloud, Middleware and up to Application Operation.

Tasks

• Represent the customer voice in CMS decisions and provide fact-based feedback on portfolio changes, standard adoption and service gaps.
• Govern customer delivery quality, SLA adherence and risk management across the end-to-end service chain, including effective coordination across the delivery organization and Technical Service Management.
• Work as peer to the Customer Service Manager to align customer expectations, contract commitments, service quality, growth and optimization needs.
• Lead multiple teams with overall accountability for operational performance, workforce effectiveness and people management.
• Own customer delivery services throughout their lifecycle and drive continuous optimization through standardization, automation, modernization or migration where a positive business case exists.
• Manage cost of service, profitability and commercial transparency for customer delivery.
• Accountable for customer projects regarding time, quality and budget.
• Participate in solution delivery sign-off during the deal lifecycle, including review of the proposed delivery model, costing and T&T approach, ensuring operational feasibility and commercial viability., Whether in the office or working from another location, mobile working is no problem for us. Working from home is part of our everyday work and is supported by digital platforms.

• Good public transport connections Start your working day relaxed and without the stress of rush-hour traffic - our location is well connected to public transport, with the nearest stop just a short walk away.

• On-site canteen Enjoy healthy food in good company - our on-site canteens make it possible. Choose from a wide selection of hot and cold dishes, conveniently located just a few minutes from your workplace.

• Flexible working hours Flexibility for both professional and personal challenges - our flexible working time models enable you to work independently and in a way that fits your life and current situation.

• Training and development opportunities Lifelong learning is essential to us, whether on-site or digitally. We offer a wide range of training and development opportunities - from seminars to part-time degree programs.

• Employee discounts Purchase products and services at discounted rates - employees receive discounts on fixed-line, internet, mobile, TV and smart home services. Friends and family can also benefit from a wide range of offers.

• Health and wellness programs The health of our employees is important to us. That’s why we offer free health checks, regular preventive screenings, and a wide range of (online) courses focused on health and well-being.

• Meal allowance We encourage our employees to take regular lunch breaks. To support this, we cover part of the cost of lunch.

• Parking available No more hassle searching for a parking space - we offer parking facilities either directly at the office building or close to our offices.

• Onboarding program Be part of the team from day one - we ensure a smooth onboarding process and quick integration, supporting our new employees as they get started with our company.

If you′re interested in joining our team, we are looking forward receiving your application - preferably online!

• Senior customer delivery, service management or managed services leadership experience with strong enterprise customer accountability.
• Strong customer orientation with the ability to translate customer needs, escalations and service-chain realities into CMS decisions.
• Deep ITIL and service management competence across SLA/OLA, incident, problem, change, service readiness, quality and continual improvement.
• Strong commercial delivery discipline, including cost of service, profitability, business cases, productivity and quality-cost trade-offs.
• Proven experience leading teams in a combined disciplinary and functional reporting environment.
• Very goodl german and english skills are mandatory
• Strong leadership skills to coach, develop and engage managers and employees.
• Ability to manage end-to-end service-chain performance through functional interfaces, especially Technical Service Management in Delivery.
• Change leadership capabilities to drive automation, standardization and scalable service delivery models.
• Excellent communication, decision-making and problem-solving skills.
• Experience working in complex, cross-functional and matrix organizations.

You can expect a modern work environment with meal vouchers and attractive health and fitness programs. Flexible work hours, work-from-home options, and our on-site daycare help promote a healthy work-life balance. In addition, you’ll enjoy employee discounts, company events, and other benefits. We also offer a comprehensive range of benefits, such as flexible working hours, a meal allowance, fitness programs, and various employee events. For legal reasons, we would like to point out that the minimum annual salary under the collective bargaining agreement is EUR64,554 for full-time employment (38.5 hours). The final salary will, of course, be based on your individual experience.

In Austria, T-Systems, a subsidiary of Deutsche Telekom, offers its customers a broad portfolio of services for the strategic implementation of digital transformation. This is underpinned by global coverage for fixed-line and mobile networks, highly secure data centers, a comprehensive cloud ecosystem consisting of standardized platforms, worldwide partnerships, and the highest level of security. T-Systems Austria employs approximately 570 people across five locations. At the T-Center on Rennweg in Vienna, the company operates a TwinCore data center that offers the highest possible security for corporate data while maintaining maximum energy efficiency.