Service Delivery Manager
- #Servicedeliverymanagement
Your Tasks
Are you searching for a diverse and impactful role? Is customer satisfaction your biggest drive? Do you have experience with SAP and Cloud technologies? Join T-Systems as an IT Service Delivery Manager (SDM) in a fast-growing and dynamic sector!
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
What We’re Looking For:
- 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.
- Fluent in English and Dutch.
- 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
What we offer
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Home office/mobile working possible
Whether in the office or from any other location - mobile working is no problem for us. Working from home is part of our professional everyday life and is supported by digital platforms.
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Company car
Exactly the right thing for all, which are gladly on the move on four wheels - in this job a company car is available.
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Canteen on-site
Healthy eating in the company of colleagues - our on-site canteen makes it possible. Here you can choose from a large selection of hot and cold dishes in comfort and only a few minutes away from your office.
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Training offers and allowances
Lifelong learning is essential for us. Whether on site or digitally. We offer a wide range of further education opportunities - from seminars to part-time studies.
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Pension scheme
Well positioned for the future - we offer a company pension scheme and pay regular contributions into a personal pension account depending on the age and income of our employees.
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Performance bonus
Money does not make you happy, but it calms your nerves. Besides an attractive salary, bonus payments are also possible in this job.
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Holiday pay
Finally vacation time - so that our employees can enjoy their free time to the fullest, we boost their travel budget with some extra payment.
About us
About us
T-Systems
Your digitalization partner with industry expertise with around 26,000 employees worldwide, locations in over 20 countries and annual sales of approximately EUR 4 billion (2023), T-Systems is one of the leading providers of ICT and digitalization solutions in Europe. The subsidiary of Deutsche Telekom is headquartered in Germany. It is present in Europe as well as in selected core markets and at strategic production sites worldwide. T-Systems offers integrated ICT solutions from end to end and thus drives the digital transformation of companies and the public sector. The focus industries include the automotive and healthcare sectors, transport, trade and logistics, finance, manufacturing and public administration.
About T-Systems NL
In the Netherlands T-Systems has 220 employees with office locations in Utrecht and Rijswijk. In our HQ in Utrecht our innovation center is the place to inspire, collaborate and create together with customers and partners.
Our Online Application Process
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