Accountable for the end to end delivery for customer accounts or cluster of accounts with a focus on quality and cost and the delivery liaison between the customer and the delivery organization e.g. Foster strong collaboration and direct communication with the Service Management (CSM) organization and both internal and external delivery units/suppliers.
Service Delivery
~ Oversee end to end delivery operations model of the contracted cloud services for customer's balancing cost & quality across cloud service offerings

Lead and manage a team of CDMs/squads integrating SC, OPM, OPM and additional roles such a quality or program managers where required

Maintain regular communication with delivery teams and suppliers as needed regarding performance and quality.
Furthermore, regular cadence is established with Service Management (CSM) and the customer on delivery aspects of the service.
Represent the voice of the customer within the CMS delivery organization.

Endorse and approve optimal costing and solution design sign off including Transition/Transformation (TT) approach.

Delivery Oversight
~ Monitor all aspects of customer delivery ensuring services are delivered in time, in budget and in high quality.

Cost & Quality Management
Supervise and monitor the quality and cost of services in adherence to customer order/contract obligations.
Furthermore, drive cost optimization and efficiency measures in alignment with the responsible delivery organizations.
Identify and address any service gaps in collaboration with portfolio owners for resolution.

Escalation Management
~ Escalation point for quality of service delivery issues or customer concerns.

Complaint Management
~ Ensure prompt management and resolution of customer delivery complaints.

Quality Enhancement
~ Direct quality initiatives like Back2Green programs in alignment with QPEE process and standards.

Periodic review and alignment with Service Delivery Management (CSM) the customer strategy in the context of aligning planning and optimizing the customer delivery.
Maintain oversight of the company business imperatives and actively contribute to Cloud Services business objectives and strategic initiatives.
Customer & Quality Focused
~ Ability to prioritize customer needs focused on quality to ensure satisfaction.

Strong understanding of Cloud Solutions and Managed Services Portfolio.

Possesses and maintains a profound knowledge of T-Systems Cloud portfolio.

Implementing and analyzing of e2e delivery models.
Standardization: Establishing standardized procedures to ensure consistency in service delivery.
Performance Measurement: Utilizing metrics to assess delivery performance in quality and cost.
Quality Assurance: Promoting a culture of quality and continuous improvement.
Creative & Innovative thinking:



and structured methods to tackle delivery challenges ensuring optimal cost & quality balance.
Risk Management
Communication Skills: Ability to effectively translate customer demands within Cloud Managed Services and adeptly manage any service escalations and/or disputes.
Relationship Management: Ability to build and maintain relationships with customers, internal stakeholders, teams and suppliers.
Stakeholder Management: Skilled in collaboration and stakeholder management.
Adaptability: Flexibility to adjust to changing customer demands and technological advancements.
Within the framework of the company's goals, guidelines and objectives for cloud services, the individual in this position has the authority to independently make decisions regarding delivery model aspects for their assigned customers. This includes considerations related to the delivery model, cost & quality of services and the ongoing development and delivery model optimization for existing customers, as well as their implementation. For new offerings in accordance with the Sales Solution Design Process, this role is responsible for solution design sign off of the CS service offering delivery model and associated costs.
Reporting to: CMS CDM (Customer Delivery Manager), Tribe Lead
Key Interfaces: Vertical CSM (Customer Service Manager), SC OPM (Service Chain Operations Manager) and/or OPM (Operations Manager), Tribe and Squad Leads, Delivery Units, Delivery Tools (z.B. som, sap AssetManager and others), Ticket Tools (z.Service Now and others), Reporting Tools
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This role is for a Customer Delivery Manager (CDM) who is accountable for the end-to-end delivery for customer accounts or cluster of accounts with a focus on quality and cost. The position serves as the delivery liaison between the customer and the delivery organization (e.g., This role requires fostering robust collaboration and direct communication with the Service Management (CSM) organization and both internal and external delivery units/suppliers.
Service Delivery: Oversee end-to-end delivery operations model of the contracted cloud services for customers, balancing cost and quality across cloud service offerings
Team Leadership: Lead and manage a team of CDMs/squads, integrating SC, OPM, and additional roles such as quality or program managers where required




Maintain regular communication with delivery teams and suppliers regarding performance and quality, and establish regular cadence with Service Management (CSM) and customers on delivery aspects
Represent the voice of the customer within the CMS delivery organization
Solution Approval: Endorse and approve optimal costing and solution design sign-off, including Transition/Transformation (TT) approach
Delivery Oversight: Monitor all aspects of customer delivery ensuring services are delivered on time, within budget, and with high quality
Cost & Quality Management: Supervise and monitor the quality and cost of services in adherence to customer order/contract obligations and drive cost optimization and efficiency measures
Addressing Portfolio Gaps: Identify and address any service gaps in collaboration with portfolio owners
Escalation Management: Serve as escalation point for quality of service delivery issues or customer concerns
Complaint Management: Ensure prompt management and resolution of customer delivery complaints
Quality Enhancement: Direct quality initiatives like Back2Green programs in alignment with QPEE process and standards
Periodically review and align with Service Delivery Management (CSM) the customer strategy for optimizing customer delivery
Maintain oversight of company business imperatives and actively contribute to Cloud Services business objectives and strategic initiatives
Within the framework of the company's goals, guidelines, and objectives for cloud services, this role has the authority to independently make decisions regarding delivery model aspects for assigned customers. This includes considerations related to the delivery model, cost/quality of services, and ongoing development and delivery model optimization for existing customers as well as their implementation. For new offerings, in accordance with the Sales Solution Design Process, this role is responsible for solution design sign-off of the CS service offering delivery model and associated costs.
We are looking for a Customer Delivery Manager (CDM) with strong leadership skills, technical understanding of cloud solutions, and excellent stakeholder management abilities to oversee end-to-end delivery operations for customer accounts.
Experience in end-to-end delivery operations for cloud services
Strong understanding of Cloud Solutions and Managed Services Portfolio
Proficiency in T-Systems Cloud portfolio
Leadership ability to manage teams of CDMs, squads, and delivery personnel
Excellent communication skills for managing customer demands and service escalations
Experience in cost and quality management of service delivery
Risk management skills
Adaptability to changing customer demands and technological advancements

📌 Customer Operations Delivery Manager (Bengaluru)
🏢 T Systems
📍 Bengaluru