Martin Szabó
Customer Delivery Manager
Košice
Summary
With over 10 years of experience at the intersection of technology and customer success, I'm passionate about leading teams that turn complex challenges into seamless service experiences. I thrive in fast-paced, high-pressure environments where quick thinking, clear communication, and proactive leadership make all the difference.
I've built my career on delivering results—whether that's resolving critical escalations, improving infrastructure resilience, or driving enterprise-wide performance programs across SAP, databases, OS (Wintel/Linux), storage, VMware, and networking.
I focus on driving practical, customer-focused solutions and building teams that get things done. My goal is always clear: align technology and business needs to deliver real impact and keep service running at its best.
Overview
12
12
years of professional experience
2
2
Languages
Work History
SAP Customer Delivery Manager
Deutsche Telekom Systems Solutions Slovakia
12.2024 - Current
- Act as the strategic counterpart to the customer leadership team, aligning delivery execution with business priorities and long-term goals
- Represent the customer voice within internal organizations, driving alignment through escalation management, quality improvement programs, and contract delivery execution
- Approve solution designs and cost models while overseeing delivery timelines, service health, and budget adherence across complex environments
- Lead a cross-functional team of squad leads, quality leads, and program managers, adapting team composition to meet evolving business needs
- Drive quality and service recovery initiatives, including Back2Green programs, in alignment with CMS process standards and portfolio governance
- Implement risk mitigation strategies to proactively address potential disruptions and ensure service continuity
- Oversee day-to-day operations, ensuring timely task execution, cross-team coordination, and adherence to delivery policies and standards
- Manage resource allocation efficiently to minimize delivery bottlenecks and maximize operational responsiveness
SAP Service Delivery Manager
Deutsche Telekom Systems Solutions
01.2024 - 12.2024
- Directed daily operations and delivery priorities for teams supporting SAP infrastructure components, ensuring high performance and service continuity
- Managed customer escalations and maintained proactive, transparent communication with stakeholders; delivered monthly service level reports to ensure alignment and trust
- Owned Disaster Recovery planning and execution for SAP environments, mitigating risk and ensuring business continuity
- Identified operational process gaps and implemented targeted improvements, resulting in increased efficiency and stronger service stability
- Held accountability for end-to-end service reporting across all SAP landscapes, providing visibility into KPIs, risks, and improvement areas
- Managed financial performance by analyzing cost and revenue data, implementing cost-saving initiatives, and driving service delivery efficiency
- Oversaw service component charging processes to ensure contract and billing accuracy
- Planned resource allocation and managed budgets across both BAU and project delivery streams
- Led internal improvement projects aimed at elevating customer experience, reducing incidents, and increasing delivery consistency
- Acted as final sign-off authority on all major SAP changes, assessing impact and ensuring strategic alignment before execution
Lead Business Service Chain Operations Manager
Deutsche Telekom Systems Solutions
01.2022 - 12.2023
- Led a team of Business Service Management (BSM) Operations Managers, providing functional leadership, coaching, and strategic alignment across multiple service chains
- Held end-to-end accountability for operational performance, ensuring continuity, compliance, and consistent service delivery across high-impact IT environments
- Owned the resolution of critical and major incidents within the assigned service chain, coordinating rapid response and cross-team collaboration under pressure
- Partnered with Service Delivery Managers to drive operational planning, forecasting, and budgeting, aligning resource needs with delivery priorities and business goals
Service Chain Operations Manager
T-Systems
09.2015 - 12.2021
- Managed end-to-end service delivery for complex Oil & Gas and Energy customer landscapes, ensuring high availability and stability across critical business operations
- Acted as the primary operational interface between clients and internal Service Delivery Managers, fostering strong relationships and trust through proactive communication
- Led continuous service improvements by identifying performance gaps, aligning priorities, and driving solution implementation across technical and process domains
- Oversaw the execution of ITIL-aligned processes — Incident, Problem, Change, and Escalation Management — with a focus on minimizing downtime and ensuring compliance
- Took full ownership during high-priority incidents, coordinating across service lines to restore operations swiftly and effectively
- Ensured high-quality root cause analysis (RCA) and followed through with improvement actions to enhance system resilience
- Advised clients on upcoming changes and transformation impacts across their IT landscapes, balancing technical feasibility with business needs
Process Manager & Change coordinator
T-Systems
09.2013 - 09.2015
- Oversaw the full lifecycle of IT changes, including planning, coordination, and execution, ensuring compliance with internal and customer standards
- Represented change requests at CAB (Change Advisory Board) meetings, effectively communicating risk and impact to senior stakeholders
- Produced detailed change and performance reports to support operational transparency and strategic planning
- Championed Continual Service Improvement (CSI) initiatives within Change Management, contributing to enhanced process efficiency and stability
Education
Bachelors Degree -
Prešov University, Faculty of Management, Economics And Business
Prešov 09.2008 - 2013.06
Skills
Service excellence
Strategic decision-making
Operations oversight
Quality improvement initiatives
Strong verbal communication
Performance improvement strategies
Interdepartmental collaboration
Stakeholder engagement
Delivery management
Effective leadership
Service excellence
Timeline
SAP Customer Delivery Manager
Deutsche Telekom Systems Solutions Slovakia
12.2024 - Current
SAP Service Delivery Manager
Deutsche Telekom Systems Solutions
01.2024 - 12.2024
Lead Business Service Chain Operations Manager
Deutsche Telekom Systems Solutions
01.2022 - 12.2023
Service Chain Operations Manager
T-Systems
09.2015 - 12.2021
Process Manager & Change coordinator
T-Systems
09.2013 - 09.2015
Bachelors Degree -
Prešov University, Faculty of Management, Economics And Business
09.2008 - 2013.06
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