Site Reliability Engineer
Customer Delivery Lead - Cloud Managed Services (m/f/d)
Vienna
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About Us
In Austria, T-Systems, a subsidiary of Deutsche Telekom, offers its customers a broad portfolio of services for the strategic implementation of digital transformation. This is underpinned by global coverage for fixed-line and mobile networks, highly secure data centers, a comprehensive cloud ecosystem consisting of standardized platforms, worldwide partnerships, and the highest level of security. T-Systems Austria employs approximately 570 people across five locations. At the T-Center on Rennweg in Vienna, the company operates a TwinCore data center that offers the highest possible security for corporate data while maintaining maximum energy efficiency.
Cloud Managed Services (CMS) within Cloud Services is the engine for scalable, industrialized cloud operations, turning standardized services into reliable customer outcomes. The organization is responsible for Managed IT Services starting with Data Centers, IT Infrastructure, Classic Systems, Private and Public Cloud, Middleware and up to Application Operation.
Task
- Represent the customer voice in CMS decisions and provide fact-based feedback on portfolio changes, standard adoption and service gaps.
- Govern customer delivery quality, SLA adherence and risk management across the end-to-end service chain, including effective coordination across the delivery organization and Technical Service Management.
- Work as peer to the Customer Service Manager to align customer expectations, contract commitments, service quality, growth and optimization needs.
- Lead multiple teams with overall accountability for operational performance, workforce effectiveness and people management.
- Own customer delivery services throughout their lifecycle and drive continuous optimization through standardization, automation, modernization or migration where a positive business case exists.
- Manage cost of service, profitability and commercial transparency for customer delivery.
- Accountable for customer projects regarding time, quality and budget.
- Participate in solution delivery sign-off during the deal lifecycle, including review of the proposed delivery model, costing and T&T approach, ensuring operational feasibility and commercial viability.
Profil
e
- Senior customer delivery, service management or managed services leadership experience with strong enterprise customer accountability.
- Strong customer orientation with the ability to translate customer needs, escalations and service-chain realities into CMS decisions.
- Deep ITIL and service management competence across SLA/OLA, incident, problem, change, service readiness, quality and continual improvement.
- Strong commercial delivery discipline, including cost of service, profitability, business cases, productivity and quality-cost trade-offs.
- Proven experience leading teams in a combined disciplinary and functional reporting environment.
- Strong leadership skills to coach, develop and engage managers and employees.
- Ability to manage end-to-end service-chain performance through functional interfaces, especially Technical Service Management in Delivery.
- Change leadership capabilities to drive automation, standardization and scalable service delivery models.
- Excellent communication, decision-making and problem-solving skills.
- Experience working in complex, cross-functional and matrix organizations.
You can expect a modern work environment with meal vouchers and attractive health and fitness programs. Flexible work hours, work-from-home options, and our on-site daycare help promote a healthy work-life balance. In addition, you’ll enjoy employee discounts, company events, and other benefits.
For legal reasons, we would like to point out that the minimum annual salary under the collective bargaining agreement is €64,554 for full-time employment (38.5 hours). The final salary will, of course, be based on your individual experience.
We also offer a comprehensive range of benefits, such as flexible working hours, a meal allowance, fitness programs, and various employee events.
Ready to grow?
If you’re interested in joining us on this journey, we look forward to receiving your application—preferably online!
Your contact: Arijana Sibonjic
fmb_at_recruiting@t-systems.com
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