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 Job:
We are looking for an organized, proactive Service Delivery Manager with strong SAP and AI service delivery experience. The ideal candidate has excellent administrative, financial, and stakeholder management skills, and a passion for ensuring SAP- and AI-based services are delivered in line with contractual SLAs and customer outcomes.
This role is critical in ensuring operational excellence, driving customer success, supporting renewals and expansions, and strengthening long-term strategic partnerships.
This role reports to the Head of Digital & AI.
Core Responsibilities:
Service Delivery & Operations
- Serve as the primary point of contact for assigned customers, ensuring satisfaction, high-quality service delivery, and retention across SAP and AI services.
- Oversee end-to-end delivery of SAP and AI services, including SAP S/4HANA, ECC, SAP Cloud, SAP AMS, AI platforms, analytics, automation, and AI-enabled solutions.
- Ensure adherence to contractual SLAs, KPIs, service governance models, and delivery commitments.
- Monitor service health metrics across SAP and AI services and proactively develop mitigation plans to address risks or issues.
- Maintain accurate records of customer meetings, service performance, feedback, change requests, and account status.
- Coordinate and manage external suppliers and subcontractors supporting SAP and AI service delivery.
- Manage small to medium-sized customer initiatives, including SAP enhancements, AI use case deployments, upgrades, optimizations, and continuous improvement programs.
- Support the Operations Director by coordinating internal delivery, SAP consulting, and AI resources to resolve customer issues efficiently.
Customer Success, Renewals & Growth
- Own customer success outcomes for assigned accounts, including service adoption, value realization, renewals, and expansion.
- Lead contract renewals and service extensions for SAP and AI services, ensuring continuity and customer satisfaction.
- Manage change requests, scope adjustments, and commercial variations in collaboration with sales and account leadership.
- Identify and qualify upsell and cross-sell opportunities across SAP and AI services, aligned to the customer's business roadmap.
- Work closely with the Account Director to support pipeline development, expansion opportunities, and long-term account planning.
- Gather and share customer insights with delivery, SAP consulting, AI teams, product, sales, and marketing to improve offerings and execution.
Financial & Governance Management
- Prepare and provide agreed invoicing data for SAP and AI services.
- Track invoice payments and support financial governance, forecasting, and revenue predictability for customer accounts.
- Participate in regular financial forecasting, service reviews, and governance meetings with internal stakeholders.
- Ensure revenue stability, renewal readiness, and forecast accuracy within assigned accounts.
Team Enablement
- Facilitate onboarding and knowledge transfer for new internal team members to ensure consistent and effective service delivery.
- Support continuous improvement of service delivery processes across SAP and AI portfolios.
Requirements:
- Bachelor's Degree in IT, Business, or a related field.
- 58 years of experience in IT service delivery, managed services, consulting, or customer success roles.
- Hands-on experience managing SAP services, SAP projects, or SAP Application Management Services (AMS).
- Experience delivering or supporting AI, analytics, automation, or data-driven solutions is strongly preferred.
- Proven experience in customer success, service delivery management, renewals, and account growth.
- Strong understanding of SLA management, service governance, and ITIL-based delivery frameworks (certification is a plus).
- Solid financial literacy, including budgeting, forecasting, invoicing, and revenue tracking.
- Strong organizational and time-management skills with high attention to detail.
- Excellent communication and stakeholder management skills, including engagement with senior customer stakeholders.
- High proficiency in Microsoft Word, Excel, and PowerPoint.
- Customer-first mindset with strong problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Knowledge of IT infrastructure, cloud, cybersecurity, and enterprise platforms is a plus.
- SAP certification or exposure to SAP delivery frameworks is an advantage; AI platform exposure is a plus.
- Experience delivering SAP and/or AI services within Healthcare and/or Industrial & Critical Infrastructure industries is an advantage.
