CUSTOMER SERVICE MANAGER (CSM) - TRIBE LEAD INTERNATIONAL HEALTH MARKET (M/F/D)

At T-Systems, you will find groundbreaking projects that contribute to social and ecological well-being. We want to welcome new talents like you, who bring fresh ideas, different perspectives, embrace challenges, and are committed to continuous learning in order to grow and make an impact on society... all in a fun way!It doesn't matter when or where you work. It's about doing meaningful work that advances society. For this reason, we will do everything possible to ensure that you have all the development opportunities by providing a support network, excellent technology, a new work environment, and the freedom to work autonomously. We support you in growing both personally and professionally so that you can make a notable impact on society.T-Systems is a team of around 28,000 employees worldwide, making us one of the leading global providers of end-to-end integrated solutions. We develop hybrid cloud solutions, artificial intelligence, and drive the digital transformation of companies, industries, the public sector, and ultimately, society as a whole.Job DescriptionCloud 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. We see ourselves as drivers of innovation and make our customers' businesses fit for the digital future. 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 not only have the main responsibility for the comprehensive support of our customer orders, from profit maximisation to quality control, but will also 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.Management of international customer orders Responsibility for overall contract management, including drafting, negotiating and managing contracts.Implementation and optimisation of end-to-end processes to maximise profitability and efficiency.Proactive claim management to minimise risks and secure customer claims.Ensuring compliance with international legal and regulatory requirements such as data protection regulations and security standardsContinuous review and improvement of services from a global customer perspective. Development and implementation of KPIs to measure and improve service quality and availability.Coordination of international service reports and cost calculations: Working closely with global customer delivery management to produce detailed service reportsPerform comprehensive cost analyses and forecasts to support decision making and budgeting.Central interface between global departments: Liaising with Marketing, Sales and Production departments to ensure seamless integration and implementation of customer requirements.Promote cross-functional communication and cooperation to optimise service delivery.Compliance with contractual service level agreements (SLAs): Monitoring and ensuring compliance with all contractually agreed SLAs with international customers. Developing and implementing measures to improve SLA performance.Management and control of complex, international projects: Leading and coordinating projects to optimise and innovate service processes. Use of project management methods to ensure on-time and on-budget implementation.Planning and conducting international customer and service reviews: Organising and leading regular customer and service reviews to evaluate customer satisfaction and service performance. Identification and implementation of improvement potentials based on customer feedback and review results.QualificationsUniversity degree in health economics, business administration specialising in healthcare, or a comparable qualification.At least 5-10 years of professional experience in leading positions in customer care or service management positions, ideally in the international healthcare marketSound knowledge of the healthcare sector is mandatory, knowledge of the cloud service sector is desirableProven skills in negotiation, claim management and process optimisation on an international levelStrong analytical skills for the preparation and evaluation of international service reports and cost analyses.Ideally ability to fully invoice and comply with international SLAsExcellent communication skills and a high degree of service-orientation.Ability to work in a team, adaptability and high resilience in a dynamic international environment.Business fluency in English and German are a MUST HAVECertificates in project management (e.g. PMP, PRINCE2) or IT service management (e.g. ITIL) are desirable.What do we offer you?International, positive, dynamic, and motivated work environment.Hybrid work model (telework/face-to-face).Flexible schedule.Continuous training.Flexible Compensation Plan.Life and accident insurance.More than 25 working days of vacation per year.And many more advantages of being part of T-Systems!If you are looking for a new challenge, do not hesitate to send us your CV!Please send CV in English and German.Join our team!T-Systems Iberia will only process the CVs of candidates who meet the requirements specified for each offer.