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, with whom you will collaborate, to handle high-impact situations and resolve them successfully. You are expected to produce analyses of customer situations, working with support teams when needed.You must be able to deal with customer representatives at any level, as well as with Sales, Services leadership, and technical communities. You will be a trusted advisor for our customers.This role is remote, anywhere in Germany.What You Will Do :Manage escalations: Act as a 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. Keep up to date on market trends.Ability to communicate effectively with Senior executives and CXO level personnel.Experience with Asset Management Tools, Patch Management, Driver Management, Image Management, and (Modern) IT Deployment solutions. Knowledge of PC architecture.In-depth knowledge of current Windows operating systems, Windows engineering, diagnostics, and troubleshooting.Business fluent in English and German.Relationship :Maximize the value of the customer's investment in products and services 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 on critical support incidents, adhere to support plans and relationships.Use analytical skills to recognize trends and improve performance. Develop proactive maintenance initiatives based on industry best practices and data trends.Identify and lead continuous improvement activities in support of customer or internal processes.Lead complex service delivery processes, develop resolutions, and manage support service deliverables.Analyze statistical data and trends related to service levels and operational effectiveness.Additional Position Requirements :Superior knowledge of PC and Cloud technology, market trends, vendor competition, sales strategies, and management principles.Excellent presentation, communication, and interpersonal skills.Proficient in Microsoft Office and PC technologies.Strong organizational skills, self-starter, experienced in managing multiple initiatives in a demanding environment.Ability to build virtual teams and drive results in a complex organization. #J-18808-Ljbffr