Junior Service Delivery Manager
T-Systems North America, Inc. - United States

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Position Location: Fairfield, CA

Job Description: Responsible to manage the internal financial reporting for the Service Delivery Management, by measuring costs and drive in account quality. Working with the SDM organization to implement all Service Delivery Elements based on the product offering portfolio. Identify based on accounted elements the total cost for an account contract including allocations, depreciation, and the costing of the customer solution. Also responsible to participate with the Service Delivery Management during budget preparation and forecasts. Assist in identifying the monthly variation for accounts based on the feedback from the Service Delivery Managers with interaction with Finance and Accounting. Responsible for Account Improvement Plans for customer accounts by monitoring the financial revenue, growth profit, and EBIT accounting and financial improvements to meet organization profit targets. Indirectly responsible for on-site and national personnel within a matrix organization. Define and responsible for implementation account specific and financial governance within a service delivery framework in line with Service Delivery Management standards and processes that will culminate in stability in account financial health, cost control and growth profit results. General Management
  • Works with Service Delivery Management and Senior Management to ensure financial services are delivered satisfactorily and within contracted levels
  • Works closely with Finance and Accounting for cost reporting and financial principles
  • Works with the Service Lines to ensure Service Delivery elements reflects customer account offering
  • Responsible for defining and managing the agreed financial governance model across a multi-national account (including all Service Lines)
  • Co-ordinate, prioritize and align cost and resource requirements with service owners
  • Overall risk management with specific reference to revenue and growth profits
  • Co-ordinate & manage the service aggregation function for T-Systems for multi-national accounts (across all T-Systems service towers)
  • Develop structure and optimize cost delivery, reporting and co-management governance mechanisms for all financial related elements to delivery (Service delivery elements inline with the client operational governance structure) through applying matrix management principles
  • Support the organization to organically grow the account through financial reporting and identifying risks
  • Implement the T-Systems Continuous Business Improvement methodology to consistently ensure alignment of services with industry standards and best practice
  • Ensure that the processes and toolsets are effectively implemented, maintained and aligned with client reporting requirements to support Service Level Management process
  • Own the overall IT Financial Services and appropriate plans, which implement these strategies to support the Profitability of customer accounts
  • Participate in Service Operations meetings, Service Review Meetings and Quality Reviews
  • Consults Sales and Pre Sales and assist the Continuous improvement projects to assist in identifying Service Delivery Management costs and Capacity
  • Support the expansion of the service portfolio
  • Provides leadership and ownership and resolve any financial escalations or breakdown in process
  • Escalation point for Service Delivery Management and Management for delivery and high priority issues
  • Ensure an on going review with the Service Delivery Managers for financial review
Financial Management
  • Responsible for Cost Budget, Cost Forecasting and Cost Control
  • Accountable for the cost and quality of solutions delivered from the technical delivery teams including offers, implementation and operations
  • Drives up the quality of solutions (availability and performance) and drives down cost
  • Drive cost-reduction opportunities with delivery units and balance these against risks.
  • Participate in contract negotiations to consult from delivery of service perspective

Job requirements Work experience requirements:
  • At least 3 years + in an IT or Financial Management role with significant client contact across all levels at senior management level within a technical environment (preferably within an outsourcing environment) with a good understanding of the underpinning technologies i.e. Unix, DBA and Middleware and how they correlate
  • At least 5 years +
    • IT leadership/management experience is compulsory Relevant information technology or finance and accounting degree and or relevant tertiary degree/diploma is compulsory Formal training in management disciplines will be an advantage Ability to consolidate solutions and provide guidance in defining future financial strategies Technical Requirements Competent working knowledge of broad range of ICT systems Extensive Knowledge in Finance and Accounting practices Additional Skills Cost control and budget planning Politically astuteness and conflict management skills Must be articulate in both the verbal & written communication Have a strong background in IT delivery functions
    • Analytical and problem solving attributes
    • Exhibiting tact and diplomacy in dealing with sensitive issues
    • Strong interpersonal, communication, negotiation and presentation skills
    • Able to identify current status of financial expectations and satisfaction levels
    • Self-motivated and able to work independently and autonomously.
    • Ability to quickly identify goals to be pursued, and to influence others towards these same goals.
    • Project Management skills

    T-Systems North America, Inc. Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients. T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work. Let us together shape the world of tomorrow!