Marcus Cziomer

Background

About Marcus Cziomer

I run operations, P&L, and customer success for a global SAP managed services provider—overseeing project managers, service delivery managers, customer success managers, and shared services across three continents. I’m the German executive who spent 13 years building our Asia-Pacific Global Delivery Center before moving to the US to scale North American operations. My edge: customer obsession balanced with financial discipline, using data-driven automation and AI to deliver CSAT improvements and margin expansion.When I took on our satisfaction metrics (CSAT/NPS), I built a Jira-based tracking system to capture every customer-specific improvement area and cross-customer pattern, assign ownership, and monitor resolution in real time—while aligning our delivery organization toward customer obsession. The result: NPS up 75%, backed by our most recent customer summit where multiple executives called out our responsiveness and follow-through. That’s the operational rigor I bring: disciplined execution customers feel.I don’t just strategize about automation—I build it. I’ve coded custom Jira connectors to streamline workflow handoffs between delivery teams. I championed and deployed our company’s first AI use case in service management. I stay technical because it keeps me credible with engineering teams and sharp on what’s possible versus consultant vapor. That blend of strategic P&L ownership and hands-on technical execution is how I consistently deliver margin improvement and customer satisfaction gains. Outside work, I’m a competitive swimming dad and masters swimmer. My three kids compete at high levels, and I track their performance data, analyze splits, and optimize training plans—the same analytical rigor I use in operations. I’m also using AI to transcribe my late grandfather’s war diary, a project that’s taught me more about prompt engineering and quality control than any professional training. These pursuits keep me sharp on data, automation, and performing under pressure.Open to connecting with operations leaders, customer success executives, and anyone in service delivery transformation, AI in operations, or global delivery models. Want to talk swimming analytics or AI projects? Reach out.P&L Management · Service Delivery Excellence · Customer Satisfaction (CSAT, NPS) · Jira & Confluence · AI & Process Automation · SAP Cloud & RISE · Global Delivery Centers · DevOps Transformation · Operational Excellence · Cross-Cultural Leadership · Data-Driven Operations · SLA Management