Head of Customer Success Management Region DACH (w/m/d)

About NTT DATA

Empowering you - to break new ground!

We are part of NTT DATA, a leading provider of enterprise and technology services, AI, and digital infrastructure with revenues exceeding $30 billion. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 companies and, with experts in over 70 countries, develops innovative solutions that inspire boldness and make success visible.

With us, you have countless opportunities to think big, act boldly, and take responsibility. Shape your future in a culture that lives belonging and gives you space for learning and networking.

Make this the place where you grow

Location: Nationwide

Responsibilities

Do you thrive on challenges?

As Head of Customer Success Management (DACH) within NTT DATA Business Solutions - Global Business & Managed Services (GBMS), you will have overall strategic, commercial, and operational responsibility for Customer Success Management in the DACH region.

You will act as the regional owner for Customer Success and Business Partner Management, ensuring sustainable revenue growth, profitability, high customer satisfaction, operational stability, and close cross-functional collaboration with Delivery, Sales, Presales, and Service Management of the Business Partners.

In this role, you will be the central business partner for the local market organizations (NDBS Country Organizations), actively represent our customers' interests to internal delivery units and strategic partners, and ensure excellent service quality and long-term customer loyalty.

This position includes, but is not limited to, the following tasks:

• Overall responsibility for the P&L contribution of the CSM organization DACH across AMS, MCS, and project services
• Functioning as an Escalation Point of Contact for critical service, operational, or relationship issues
• Proactive orchestration of all relevant stakeholders to ensure successful contract renewals
• Professional and disciplinary leadership and development of the CSM organization DACH (including Team Leads, SDMs, TSMs) in close coordination with the Head of Global CSM
• Monitoring of key KPIs such as SLA performance, vulnerability backlogs, escalations, and system health
• Representation of the DACH region in global Customer Success Management leadership forums

Requirements

Convince us with your potential!

• You have several years of leadership experience in Customer Success Management, Service Delivery, Managed Services, or SAP/Cloud Operations, as well as experience in matrix and multinational organizational structures.
• Your profound understanding of SAP Operations (Basis, AMS, MCS) and/or Cloud Operations, as well as very good knowledge of Service Management (ITIL), governance models, reporting, and operational processes, characterize your profile.
• You possess strong stakeholder management skills at senior and executive levels, as well as very strong communication, conflict resolution, and negotiation skills.
• You are characterized by strategic thinking combined with high operational execution strength.
• Fluent German and English skills, both written and spoken, complete your profile.

What You Can Expect From Us

We holistically consider the individual needs of our employees. A detailed overview of benefits during different life phases can be found here.

• Shape your work location and time flexibly: including workation, mobile working, part-time models, and sabbaticals
• Your development according to plan: topic-specific onboarding, targeted career advancement based on career models, programs, and our own Academy
• Family first: e.g., childcare subsidy, paid leave days, and fathers' network
• SAP Platinum Partnership: strong SAP partnership, large knowledge network, and SAP Learning Hub and certification opportunities
• We provide for your future: e.g., 25% subsidy for company pension, corporate health management, and cooperation with fitness providers
• Get around with us: company car (depending on the area), discounts for public transport, and bicycle leasing via JobRad®

Application Process

Apply now!

We look forward to receiving your online application, including your preferred location, salary expectations, and earliest possible start date.

NTT DATA Business Solutions: Make this the place where you grow

Theresa Froemmel Tel.: (+49) 1733227097 E-Mail: careers-solutions-de@nttdata.com

Do you have questions about Diversity, Equity, and Inclusion at NTT DATA Business Solutions? Find more information here.

We are convinced that Diversity, Equity, Inclusion, and Wellbeing foster innovation and ensure an outstanding customer and employee experience. We welcome applicants of any gender, origin, age, sexual orientation, life plan, religion, and with any type of disability.

You are also welcome to contact our colleagues at diversity-solutions-de@nttdata.com.

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