Tribe Lead International Health Market - Customer Service Manager (CSM) (m/f/d)

Company: T-Systems International GmbH
Job ID: 229086
Location: Germany : Baden-Württemberg : Leinfelden-Echterdingen || Germany : Bayern : München || Germany : Berlin : Berlin || Germany : Hamburg : Hamburg || Germany : Hessen : Darmstadt || Germany : Hessen : Frankfurt/Main || Germany : Niedersachsen : Wolfsburg || Germany : Nordrhein-Westfalen : Bonn || Germany : Nordrhein-Westfalen : Düsseldorf || Germany : Sachsen : Dresden || Germany : Sachsen-Anhalt : Biere
Career level: 04 - Professionals
Experience required: 3-5 years
Employment type: 01 - Regular (Part Time possible)
Weekly working hours: 40,00
Amount of travel: 0-25%
Languages required: German; English
Application deadline: 11/19/2024

T-Systems International GmbH
At T-Systems, we offer business customers the right system solutions for their digital business. With our portfolio we ensure that digital transformation reduces complexity, saves costs and makes day-to-day work easier. We focus on the areas connectivity, digital, cloud & infrastructure as well as security - Let's power higher performance!

Department
Cloud Services supports medium-sized and large companies on a national and international level. We develop, market and operate agile, cloud-native, future-orientated products and services for the digital world. Our mission: to be successful tomorrow, we have to think about the day after tomorrow today - and always together with our customers.

We are looking for a dedicated and dynamic Tribe Lead for the international healthcare market in the area of Cloud Services, who will have the main responsibility for the comprehensive support of our customer orders, from profit maximisation to quality control, and will actively participate in business and customer development. The aim is to continuously improve our service quality and strengthen our market position through strategic business development initiatives and customer-centred measures, thereby promoting the sustainable growth of our company.

Tasks

• Head of Customer Service Management and development of the Cloud Services customer strategy in coordination with Sales - derived from the T-Systems vision and the vertical and horizontal level objectives - for the international healthcare sector.
• Translation of the corporate strategy into clear objectives and key results as well as prioritisation of tasks.
• Responsibility for customer profitability (P&L), including revenue growth and cost control.
• Preparation of quotations, pricing and invoicing to customers.
• Ensuring contract fulfilment and delivery in collaboration with Customer Delivery Management and partners.
• Managing Contract & Claim Management to ensure contract fulfilment and compliance.
• Promoting customer growth, in particular through upselling and contract renewals.
• Further development and strategic direction of the division and monitoring of market and technology developments.
• Drives and supports standardisation and re-use models.

Stakeholder Management

• Manages E2E customer engagement & C-Level customer experience management (cx).
• Employs methods to work together with customers and better recognise their needs.
• Proactively engages with internal and external stakeholders.
• Responsible for the exchange with other squads and relevant representatives of other organisational areas.
• Adapting the communication style to the respective target group.

Empowerment

• Coaching and feedback with employees on a functional level.
• Promotes personnel development for team members including talent management.
• Promotes and lives an agile mindset, including continuous improvement and an open feedback culture.
• Creates synergies and knowledge sharing within and across teams.
• Ensures staffing within the team (skill / availability).

Profile

• A degree in computer science/business informatics or a comparable qualification as well as in-depth industry knowledge of the healthcare market.
• Experience in the independent planning and management of topics in the healthcare market, especially in digitalisation, platform and cloud services.
• Several years of leadership experience both professionally and in terms of personnel, experience in distributed teams, flex organisations and transformation processes.
• Knowledge of technical and regulatory standards in the international healthcare market.
• Experience in consulting and project management in the area of payers and service providers in the healthcare sector (international).
• Business knowledge and experience with profit and loss responsibility.
• Experience in managing customer contracts with strategic importance and complex supplier relationships.
• Experience in competence management and employee development.
• Very good language skills in German (C1-niveau) and English (C1-niveau).
• Certificates in project management (e.g. PMP, PRINCE2) or IT service management (e.g. ITIL) are desirable.

Severely disabled applicants with equal qualification will be given particular consideration.

Your contact: Asya Atasoy
Phone: +43 179585 6228
E-mail: asya.atasoy@magenta.at

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