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 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 as 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: act 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 following a Statement of Work.
Position Requirements:
* Strong knowledge of DWS, PC, and Cloud technology, with awareness of latest market trends.
* Ability to 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.
* Deep understanding of current Windows operating systems, engineering, diagnostics, and troubleshooting.
* Business-fluent in English and German.
Relationships:
* Maximize the value of customer investments throughout the lifecycle. Manage escalations and advocate for the customer.
* Ensure effective communication, coordination, and support activities between customers and support teams.
* Develop and deliver post-incident reports for critical support incidents.
* Use analytical skills to recognize trends and improve performance.
* Develop proactive maintenance initiatives based on industry best practices and data trends.
* Lead continuous improvement activities in support of customer and internal processes.
* Manage complex service delivery processes, develop resolutions, and ensure contractual deliverables are met.
* Analyze statistical data related to service levels and operational effectiveness.
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