About T-Systems:
With around 28,000 employees worldwide and annual revenues of EUR 4.0 billion (2021), T-Systems is one of the leading providers of digital services. The Deutsche Telekom subsidiary is headquartered in Germany and has a presence in Europe as well as in selected core markets and strategic production locations. T-Systems can provide a global production and supply chain to companies operating worldwide.
T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries and the public sector. Focus industries include automotive, manufacturing, logistics and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors.
About the role:
Securing and managing the fulfillment of all contracts with a focus on Service Level, Customer Satisfaction, Time, P&L, Quality and Growth. Act as accountable manager of all aspects of the entire service relationship of the customer for Cloud Services.
Key Responsibilities:
Account Ownership
- Serve as the overall accountable manager for all Cloud Services within the assigned account.
- Lead and coordinate all Cloud Servicerelated activities across the Account House.
- Take on the Manager on Duty (MoD) role when required for the broader organization.
Customer Relationship Management
- Maintain consistent communication with the customer across all levels.
- Lead customer satisfaction initiatives and drive programs that enhance the customer journey.
- Strategically manage customer satisfaction to build long-term loyalty.
- Conduct Customer and Service Reviews, presenting performance insights for areas under your scope.
Sales Enablement & Opportunity Management
- Manage Order Entry (OE) for Cloud Services contributions, supporting farming and upsell activities.
- Ensure strong deal management practices for opportunities.
- Collaborate with cross-functional teams (Expert Sales, Customer Experience Management, Solution Management) to progress and close deals.
Delivery & Operational Management
- Define, optimize, and review the delivery model in collaboration with the CDM.
- Conduct regular assessments of shoring strategies to maximize efficiency.
- Oversee and drive claim management activities to ensure timely resolution.
Qualifications:
- Bachelor's degree in Information Technology, Business, or a related discipline.
- Minimum 58 years of experience in IT services delivery, consulting, or service management roles.
- Fluent in Japanese and English (spoken and written) to manage Japanese accounts.
- Proven ability to build and maintain strong, trust-based relationships with clients and partners.
- Strong commercial mindset with the ability to identify, pursue, and close growth opportunities.
- Proficient in using digital tools and platforms (e.g., ServiceNow, AI-driven solutions) to manage and share information.
- Demonstrated problem-solving skills and sound decision-making capability in complex environments.
- Commitment to continuous learning, including building portfolio knowledge and enhancing personal competencies.
- Resilient, adaptable, and able to drive and support organizational change.
