Client update on this role: This role involves handling multiple customers and requires extensive travel. Our hiring manager is looking for someone with significant experience in global customers. This person will handle major responsibilities on this customer's behalf.Skills required are: Microsoft Azure, SCCM / Intune, Microsoft 365, and escalations management.Job description and RequirementsAs a Technical Delivery Manager, you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will use insights from customer account teams to handle high-impact situations and resolve them successfully. You are expected to analyze customer situations in collaboration with support teams.You must be able to communicate effectively with customer representatives at all levels, as well as with Sales, Services leadership, and technical communities. You will act as a trusted advisor for our customers.This role is remote, anywhere in Germany.What you will do:Manage escalations by acting as the single point of contact for customer escalations.Coordinate and oversee problem-solving efforts.Support:Lead complex service delivery and develop creative resolutions to complex problems, in accordance with a Statement of Work.Position Requirements:Strong knowledge of DWS, PC, and Cloud technology, with awareness of the latest market trends.Ability to interact and communicate effectively with senior executives, including CXO level.Experience with Asset Management Tools, Patch Management, Driver Management, Image Management, Modern IT Deployment solutions, and PC architecture.Deep knowledge of current Windows operating systems, engineering, diagnostics, and troubleshooting.Business-fluent English and German language skills.Relationship:Maximize the value of the customer's investment throughout the customer lifecycle. Manage customer escalations and act as the customer's advocate.Ensure effective communication, coordination, and support between the customer and support teams, account teams, and field service personnel.Develop and deliver post-incident reports on critical support incidents, adhering to support plans and relationships.Use analytical skills to recognize trends and improve performance; develop proactive maintenance initiatives.Identify and lead continuous improvement activities in support of customer or internal processes.Lead complex service delivery processes, develop creative solutions, and manage contractual support deliverables.Analyze statistical data related to service levels and operational effectiveness.Additional requirements include proficiency in Microsoft Office, excellent organization skills, ability to manage multiple initiatives, and experience in building virtual teams. #J-18808-Ljbffr