JOB BESCRIPTION

INTERNATIONAL SERVICE DELIVERY LEAD TESTA

The Company

Drawing on a global infrastructure of data centres and networks, T-Systems operates information and communication technology (ICT) systems for multinational corporations and public sector institutions. TSystems provides integrated solutions for the networked future of business and society. The company's employees combine industry expertise and ICT innovations to add significant value to customers’ core business all over the world. T-Systems generated an annual revenue of around € 9 billion.

T-Systems Belgium is a subsidiary of T-Systems International Public Sector and employs about 30 people. It has been built via organic growth and is quite successful in winning framework contracts with European Institutions.

Position overview

As International Service Delivery Lead this key contributor will be responsible for the fulfillment of signed contracts with the customer. He/she is the customer contact for all aspects of service delivery, service improvement till billing and cash management. He/she works with sales colleagues for offerings and with Service Line colleagues for ordering, service delivery and service improvements according to the contracted SLAs and customer perceptions.

He/She will assist the SVP TESTA in order to manage the account as a whole. The Customer’s contract (SLA) is subdivided into internal contracts (OLA’s) for all internal and external delivery units. This includes the dynamic planning, scheduling, measurement of services and delivery against OLA’s to provide the agreed levels of service, taking account of changes in both supply and demand and seeking continuously and proactively to improve services for the benefit of the Customer.

The International Lead Service Manager (ILSM) will be also responsible for ensuring that the SLA is matched accordingly with OLA’s and also to ensure he/she can accommodate the provisioning of new or added services that can be required.
To this extent the ILSM will be ultimately accountable for the services rendered and the invoices to be sent out.

Reporting

The position reports to the SVP TESTA of T-Systems

Responsabilities

He/She drives negotiations with suppliers and safe-guards the good delivery/billing of such third party services.
He/She is aware of the P/L of his/her customer(s).
From the Economical and Financial stand-point he/she will be responsible for:

• Account GP Margin
• Account Revenue for existing business
• Account Customer Order Result
• Account SLA Compliance
• Account Customer Satisfaction Index (together with Sales)
• Delivery commitments for existing and (possibly) new business (Back to Back agreement)

His/her Key accountabilities will encompass:

• Working between internal stakeholders and the customer’s premises
• Management of delivery units
• Supervision and Reporting of Service Level Agreements
• Create and process measures for continuous optimization of service quality
• Support creation of solution concepts, calculation and presentation
• Customer relationship management
• T-Systems contact for the customer for all levels of service
• Preparation and management of regular service review meetings as well as implementation of identified measures
• Developing HR concepts, offshore/nearshore systems, and shared service approaches that meet the specific requirements of the opportunity, take underlying legal conditions, empirical values, and cost-optimization strategies into consideration, and are aligned with T-Systems' delivery model.

Among his key challenges he/she will have:

• Supervision and optimization of gross profit.
• Customer satisfaction surveys and measures to increase it permanently
• Coordination of customer orders, delivery orders (order tracking) and, service levels.
• Active supervision of service quality status, create and initiate measures for sustainable improvement activities including their presentation and coordination of implementation

In addition he/she will have to support the SVP TESTA in achieving his/her objectives.

• To maintain a sound knowledge and understanding of current methodologies, technologies and services as employed by the Customer and as promoted by the Company whilst maintaining an awareness of future trends within the market place.
• Adherence to ITIL Service Management processes.

The ideal candidate will have the following skills and qualifications:

• Technical and/or commercial educational background, ideally at University study level.
• ITIL qualified

Professional Experience

• At least 7 years + in an ICT Service Delivery Management role internationally with significant client contacts across all levels at senior management level within a technical environment (preferably within an outsourcing environment)
• Proven track record in client relations management is compulsory
• Formal training in management disciplines will be an advantage
• Sound ICT market know-how

Specific Role Responsibilities: Commercial and Contractual

• Good understanding of the contract.
• Responsible for the cost and quality of solutions delivered from the technical delivery team including offers, implementation and operations
• Drives up the quality of solutions (availability and performance) and drives down cost.
• Understand and underpin the implementation of Service Strategies supporting Customer environments.
• Participate in the gross profitability of the account.
• Work to mitigate the impact of service failures and improve quality.
• Responsible for the continued provision of delivered services, to agreed quality.
• Act as an escalation point for Incident Managers to the customer.
• Responsible for the identification and tracking, within the delivery team, of true problems to completion. Initiating any necessary escalations.
• Provide input into bids, due diligence and transition planning for new contracts.

In addition he/she will be responsible for checking the suitability of offerings from the Solutions

 
Team and to this extent he will have to:

• Ensure OLA’s, SLA’s and any third party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.
• Underpin the Operational Level Agreements within the delivery unit where specifically needed (i.e. where the Customer requirements differ from the service level in standard service descriptions)
• He/she will get acquainted with the general structure of the company internationally and understand the communication channels and delivery structures
• keeps track of the right Accruals/Invoices to be made to keep the accounting system upto-date
• Keeps a close look on the supplier invoices and checks/counters the invoices
• He/she will have to supervise the Processes
• Monitoring of the CMDB and the quality of information held therein
• Assist in the definition, preparation and timely distribution of all operational Service Reporting against SLA’s.
• Responsible for the signoff of solutions and workarounds.
• Investigate and report all breaches of OLA’s and manage the proposal and implementation of solutions to prevent future occurrences
• Keep a real time view of all Incidents affecting the Customer.
• Professional Know-how
• Ability to consolidate solutions and provide guidance in defining future platform strategies
• Competent working knowledge of a very broad range of ICT systems
• Technical Knowledge of end to end ICT supply
• He will have to acquire a profound know-how of the T-Systems SOP
• Good experience in presenting complex issues on Management Level
• Cost control and budget planning skills
• Strong transition management and project management skills

He/she will also have the following Managerial Know-How/ Social Skills

• Good communication – written, verbal and presentation skills
• Good negotiation skills, decision making ability as well as presentation skills – even in critical situations
• Conflict management skills
• Commercially aware
• Networking skills - being able to build up excellent working relationships with the customer decision makers and influencers
• Analytical and problem solving attitude
• Exhibiting tact and diplomacy in dealing with sensitive customer issues
• Able to gain rapidly in-depth understanding of the T-Systems Delivery Portfolio.
• Self-motivated and able to work independently and autonomously.
• Strongly result-oriented way of working
• Fluent in written and spoken business English, Knowledge of German is a plus.
• Knowledge and familiarity with European Institutions ecosystems is an advantage.

Required Skills and Experiences:

• Excellent interpersonal skills and executive presence.
• Able to produce impressive work under extreme time pressure and in complex situations.
• Proven track record of success working on large, complex Information and Communications Technology (ICT) outsourcing deals.
• Seven (7+) years professional experience in the Communications or IT sector (project-based or operations management experience) with a focus on solution design.
• Professional experience in top-management consulting at major enterprises with respect to the implementation of complex IT systems and ICT solutions.
• Experience solutions and costing IaaS, PaaS and SaaS cloud services.
• Understanding of ICT outsourcing processes and governance concepts.
• Strong analytic and conceptual skills and ability to think “out-of-the-box”.
• Minimum: Bachelor’s degree in Information Technology or related discipline.

A candidate with demonstrated People Management Skills will have a plus

Ideal candidate profile

The successful candidate preferably based in Brussels’ area, has a background and strong track record in the ICT Services industry and in particular in the market of strategic outsourcing, and is able to quickly building relationships, with an Executive approach. His profile will encompass:

• Entrepreneurial approach. His determination and professionalism will reflect in the quality of the relationship with the clients portraying a positive image of the company.
  Holds a University degree, preferably a Master.
• Is fully aware of the P&L management requirements; previous track record in successfully managing Target Key Accounts and Project Management will be useful. The ideal candidate is used to work in complex multinational environment with matrix organization both internally and within the client.
• Customer oriented, with a proper focus on satisfaction and service, is able to understand end-users requirements and is able to position properly his portfolio of services and solutions toward the competition. At this extent he is acquainted with top class market leading solutions and services, and able to address the activity of the bidding and delivery team in their tasks, in order to ensure not only the orders acquisition, but also fulfilment of the customer requirements.
• Is not only literate, bur well acquainted with the use of IT tools required to prepare documents, present elaborate and plan, communicate over Internet and Intranet, any time anywhere. He has good presentation skills and he’s fluent in English (and ideally with knowledge of German plus French and/or Dutch), in order to facilitate interaction and cross fertilization with his colleagues in the whole organization.
• A mind set and style pre-emptive of likely events, attentive and responsive to market conditions and the attitude to react speedily to maximize business returns in both the short and medium term.

Finally the chosen person should be able to fit within the Deutsche Telekom group culture and management style and, in doing so, willing to commit, showing passion and dedication not only short term but also in the long run.