Technical Delivery Manager

Stanley David and Associates; Köln; Remote; EUR 60.000 - 85.000; Vollzeit

Zusammenfassung

A leading company in advanced services seeks a Technical Delivery Manager to handle escalations and ensure effective communication with major global clients. This remote role requires expertise in cloud technologies and strong leadership to drive customer satisfaction and service delivery excellence.

Qualifikationen

• Strong knowledge of DWS, PC, and Cloud technology.
• Business fluent in English and German.

Aufgaben

• Manage escalations as a single point of contact for customers.
• Lead complex service delivery and develop creative solutions.

Kenntnisse

Microsoft Azure

SCCM / Intune

Microsoft 365

Escalations management

Tools

Asset Management Tools

Patch Management

Driver Management

Image Management

Modern IT Deployment solutions

Jobbeschreibung

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 when needed.
• You must be able to interact 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 solutions to complex problems in line with 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, Windows engineering, diagnostics, and troubleshooting.
• Business fluent in English and German.

Relationship:

• Maximize the value of customer investments in products and services throughout the customer lifecycle. Manage escalations and act as the customer’s advocate.
• Ensure effective communication, coordination, and support activities between the customer and internal teams.
• Develop and deliver post-incident reports and adhere to support plans.
• 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 and complex service delivery processes, ensuring contractual support deliverables are met.
• Analyze statistical data related to service levels and operational effectiveness.