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 Requirements
* As 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 gained from customer account teams to handle high-impact situations and resolve them successfully. You are expected to analyze customer situations and collaborate with support teams when needed.
* 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 a single point of contact for customer escalations.
* Coordinate and oversee problem-solving efforts.
Support:
Lead complex service delivery and develop creative resolutions in accordance with a Statement of Work.
Position Requirements:
* Strong knowledge of DWS, PC, and Cloud technology, with awareness of latest market trends.
* Ability to interact and communicate effectively with Senior executives and CXO level personnel.
* Experience with Asset Management Tools, Patch Management, Driver Management, Image Management, (Modern) IT Deployment solutions, and PC architecture.
* In-depth knowledge of current Windows operating systems, engineering, diagnostics, and troubleshooting.
* Business fluent in English and German.
Relationship Management:
* Maximize the value of the customer's investment throughout the customer lifecycle. Manage escalations and act as the customer's advocate.
* Ensure effective communication, coordination, and facilitation of support activities between the customer, support teams, account teams, and field service personnel.
* Develop and deliver post-incident reports for critical support incidents.
* Use analytical skills to recognize trends and improve performance.
Prevention and Optimization:
* Develop proactive maintenance initiatives based on industry best practices and data trends.
* Lead continuous improvement activities in support of customer or internal processes.
* Manage complex service delivery processes and develop creative resolutions for complex problems.
* Analyze statistical data related to service levels and operational effectiveness.
Additional Position Requirements:
* Superior knowledge of PC and Cloud technology, market trends, vendor competition, and sales strategies.
* Excellent presentation, communication, and interpersonal skills.
* Proficiency in Microsoft Office and PC technologies.
* Strong organizational skills, self-starter attitude, and experience managing multiple initiatives.
* Ability to build virtual teams and drive results in a complex, cross-functional environment.
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