Head of Customer Delivery Management – Global Delivery Center (GDC)

T-Systems Iberia; Madrid; Híbrido; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

A global technology provider in Madrid seeks a Head of Customer Delivery Management to lead customer relationships and oversee service delivery excellence. The candidate will have strong leadership skills, a proven track record in IT service management, and a deep understanding of service management principles. This strategic role offers the opportunity to drive innovation and efficiency while working within an agile environment. A bachelor's degree and 8-10 years of relevant experience are required.

Servicios

Hybrid work model

Flexible schedule

Continuous training

Flexible Compensation Plan

Life and accident insurance

More than 26 working days of vacation per year

Formación

• Minimum of 8-10 years of experience in IT Service Management or Customer Delivery roles.
• Proven track record in managing large-scale delivery organizations.
• Deep knowledge of service management principles and frameworks.

Responsabilidades

• Lead customer relationships and service delivery excellence.
• Manage the GDC portfolio and identify upselling opportunities.
• Foster strong alignment with other GDC delivery units.

Conocimientos

Strategic thinking

Leadership

Analytical skills

Communication

Stakeholder management

Educación

Bachelor’s degree in Business, Management, IT, or a related field

Descripción del empleo

At T-Systems, you will find groundbreaking projects that contribute to social and ecological well-being. We want to welcome new talents like you, who bring fresh ideas, different perspectives, embrace challenges, and are committed to continuous learning in order to grow and make an impact on society... all in a fun way!

It doesn't matter when or where you work. It's about doing meaningful work that advances society. For this reason, we will do everything possible to ensure that you have all the development opportunities by providing a support network, excellent technology, a new work environment, and the freedom to work autonomously. We support you in growing both personally and professionally so that you can make a notable impact on society.

T-Systems is a team of around 28,000 employees worldwide, making us one of the leading global providers of end-to-end integrated solutions. We develop hybrid cloud solutions, artificial intelligence, and drive the digital transformation of companies, industries, the public sector, and ultimately, society as a whole.

Role Overview

As the

Head of Customer Delivery Management , you will lead customer relationships, profitability, farming and cross selling within existing business and engaged with presales for new business development. This role is at the heart of our mission : delivering exceptional services to our customers while driving innovation and operational excellence.

You will oversee the

end-to-end delivery of services , ensuring quality, efficiency, and customer satisfaction across a diverse portfolio. Beyond operational excellence, you will

manage the GDC portfolio , identify

upselling opportunities , and foster strong relationships with internal stakeholders to maximize business value.

You will lead an experienced team organized into

Tribes and Squads , each dedicated to specific customers, enabling agility and customer-centricity. This is a strategic leadership role for someone who thrives on complexity, innovation, and growth—and wants to make a real impact in a global organization.

Key Responsibilities

Strategic Leadership & Vision

Define and communicate the vision and objectives for Customer Delivery Management aligned with GDC and T-Systems strategy.

Drive continuous improvement and innovation in delivery models, processes, and customer experience.

Service Delivery Excellence

Oversee end-to-end delivery of services, ensuring adherence to SLAs, KPIs, and quality standards.

Implement robust governance for incident, problem, change, and service level management (ITIL-based).

Portfolio Management & Growth

Manage the GDC service references and enabling portfolio knowhow, ensuring alignment with customer needs and market trends.

Actively drive upselling activities and growth initiatives towards internal customers by identifying new business demands, co-creating solutions, and ensuring robust solution acceptance and cost validation for new offerings.

Customer Relationship Management

Act as the primary escalation point for critical incidents and strategic issues.

Build and maintain strong relationships with internal customers and stakeholders, ensuring trust and satisfaction.

Continuous improvement plans end innovation engagement for digital transformation

Stakeholder Collaboration

Foster strong alignment with other GDC delivery units to ensure seamless end-to-end service execution.

Work closely with Business Operations to optimize processes, drive automation, and ensure financial and operational efficiency.

Participate in cross-functional initiatives to improve delivery models, adopt AI-driven solutions, and enhance overall customer experience.

Act as a key liaison between Customer Delivery Management and other competence areas to leverage synergies and deliver maximum value to internal customers.

Act as the ultimate point of contact for key internal stakeholders and customer representatives, managing expectations and fostering strong, growth-oriented relationships.

Financial & Resource Management

Own budget planning, cost control, and resource allocation for the unit.

Monitor profitability and ensure efficient utilization of resources across Tribes and Squads.

Capacity management and demand management forecasting

Team Leadership

Lead and inspire a high-performing team organized in Tribes and Squads.

Mentor Tribe Leads and Squad Leads, fostering a culture of collaboration, empowerment, and continuous learning.

Risk & Compliance

Identify delivery risks and implement mitigation strategies.

Ensure compliance with corporate policies, security standards, and regulatory requirements.

Requirements & Qualifications

Education

Bachelor’s degree in Business, Management, IT, or a related field.

Experience

Minimum of 8-10 years of experience in IT Service Management, Project / Program Management, or Customer Delivery roles, including significant experience leading large, cross-functional teams.

Proven track record in managing large-scale delivery organizations and complex customer portfolios.

Leadership

Proven experience in managing and coordinating experienced technical and managerial profiles, demonstrating strong mentorship and people development skills.

Service Management

Deep knowledge of service management principles, frameworks, and best practices (e.g., ITIL certification is highly desirable), including Incident, Problem, Change, and Service Level Management.

Financial Acumen

Experience in financial management and P&L responsibility.

Expertise in budgeting, cost validation, financial planning, and accountability for service profitability

Delivery & Planning

Strong project and program management skills and proven organizational ability to prioritize and manage multiple large-scale initiatives simultaneously.

Desired Knowledge

Agile Expertise

Good understanding and practical experience with Agile methodologies, DevOps practices, and working within scaled Agile frameworks (e.g., Tribes and Squads).

Technical Understanding

Knowledge of CRM systems and data-driven decision-making.

Skills & Competencies

Strategic thinking and ability to translate vision into actionable plans.

Exceptional leadership and people management skills.

Strong communication and stakeholder management abilities.

Analytical mindset with problem-solving and decision-making capabilities.

Customer-centric approach with a focus on quality and continuous improvement.

Financial acumen and resource optimization skills.

Languages

Languages : English and Spanish mandatory

Why Join T-Systems?

This is not just another leadership role—it’s an opportunity to shape the future of global delivery in a dynamic, innovative environment. At T-Systems, you will :

Lead a mission-critical unit with direct impact on customer success and business growth.

Work with experienced teams organized in agile Tribes and Squads, fostering collaboration and innovation.

Drive strategic initiatives that influence the entire GDC organization.

Be part of a global company committed to digital transformation, sustainability, and excellence.

If you are ready to take on a high-impact leadership challenge and bring your expertise to a global stage, we want you on our team.

What do we offer you?

International, positive, dynamic, and motivated work environment.

Hybrid work model (telework / face-to-face).

Flexible schedule.

Continuous training.

Flexible Compensation Plan.

Life and accident insurance.

More than 26 working days of vacation per year.

And many more advantages of being part of T-Systems!

If you are looking for a new challenge, do not hesitate to send us your CV! Please send CV in English. Join our team!

T-Systems Iberia will only process the CVs of candidates who meet the requirements specified for each offer.