Technical Delivery Manager

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 serve 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 in accordance with a Statement of Work.

Position Requirements :

• Strong knowledge of DWS, PC, and Cloud technology. Stay updated 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 customer escalations and act as the customer's advocate.
• Ensure effective ownership, communication, coordination, and facilitation of support activities 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 based on industry best practices and data trends.
• Identify and lead continuous improvement activities in support of customer and internal processes.
• Lead complex service delivery processes, develop creative solutions, and manage contractual support deliverables.
• Analyze statistical data and trends related to service levels and operational effectiveness.