Head of Service Delivery Management Systems Integration GERMANY (m/f) Berlin

AKUB Consulting UG
12099 Berlin | Deutschland
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IT- und Telekommunikation

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Head of Service Delivery Management Systems Integration GERMANY (m/f)





Your responsibilities



·         As Head of Service Delivery Management GERMANY you are responsible for the relation to all customers in the Region GERMANY within GSI from a delivery perspective.


·         You lead a team of twelve Service Delivery Managers (SDMs) who themselves take care of their dedicated customers. They are accountable for the economic KPIs (revenue, customer result, profitability) within their segment.


·         As Head of SDM GERMANY you are accountable for the economic KPIs of the whole business segment


·         The Head of SDM has the overall responsibility to deliver our projects and services to our customers in time, budget and quality


·         To our most important customers within this region you hold a personal relationship to the CxO and senior executives. You are part of steering boards which have the purpose to continuously improve delivery quality and customer intimacy. In case of escalations, internal or external, you take over to deescalate the situation. 


·         You drive efficiency and quality programs within your segment to improve profitability of our services.


·         You use the relationship to our customers to generate additional demand. Upselling on our existing contracts (e.g. by change requests on our projects, body shopping of own staff or Freelancers) grants to achieve our revenue targets within the segment.


·         In deal situations the head of SDM GERMANY takes influence on the delivery model design. With an utmost high Offshore or Nearshore degree he or she makes sure that an optimal cost structure is achieved. You are responsible for meeting economic KPIs for these deals and based on that approve them.


·         The head of SDM Germany leads an international network of delivery teams deployed locally and in delivery centers round the globe. The total workforce steered functionally varies from 700 to 1000 people.


·         The head of SDM Germany has a strong influence on the customer satisfaction in his segment. Customer satisfaction is measured as so called TRIM metric and is an important corporate KPI.


·         In the described function you hold a close relationship to the managers of our global delivery organization. With your feedback you help to improve process quality, drive innovation in our portfolio etc.


·         By pushing Offshore and Nearshore delivery continuously over our services you have a significant impact on our global STRIVE program which brings GSI on the next delivery maturity level.


·         You are member of the Management Committee SDM GERMANY & PUBLIC





·         Minimum of 10-15 years track record in a large, multi-national Information Technology organization with an emphasis on managing large and complex delivery situations as a service delivery manager

·         Strong track record leading a functional organization of several hundred employees.

·         Experience in leading multi million projects and services

·         International experience; you know how to steer in delivery models with strong Offshore or Nearshore impact

·         You have broad experience in handling service and technology types (SAP vs. Non-SAP, Application Management, Application Development, Service Management etc.)

·         You know how to handle complicated customer situations

·         You have experience in deescalating challenging delivery situations (and preventing escalations)

·         Proven track record in a similar position, supported by management and customer references.

·         Successful engagement with customers, specifically Top Management, CIO or CTO and key stakeholders.

·         Strong experience and process skills of the business functions Sales, Pre-Sales, Delivery and Portfolio Management.

·         Strong capabilities and successful application of methods like PMI or similar Project Management and Business Cases and Value Realization.

·         Strong track record working in virtual settings across globally distributed teams.

·         Candidates need to be fluent in English and German

·         The position requires the willingness to travel (internationally) on a frequent basis, i.e. on average three to four days per week.

·         University degree, ideally in one of the following fields: business, management and engineering.


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