[Hiring] Service Delivery Manager @SUSE

Role Description

The Service Delivery Manager is the single point of contact for customers who have purchased Premium Support from SUSE. You act as their proactive business champion. You develop a close working relationship with your customers and coordinate SUSE Services personnel to facilitate fast resolution paths and discuss technology trends. You also coordinate regular proactive Service reviews and discuss renewal needs with the customer and the Sales teams.

• Act as the main point of contact for assigned customers for all Premium Support activities
• Organize regular, proactive customer contact (onsite and remote) to ensure the customer need is well understood and addressed
• Delivery regular Service Reviews in line with Premium Contract requirements for your accounts
• Coordinate Premium Support Engineers activity as necessary to deliver effective support to customers
• Act as the first point of escalation for all issues in your accounts and manage crit sits efficiently with clear management updates
• Establish a trusted working relationship with Sales in assigned region or Geo, collaborating and supporting Premium Renewal opportunities in your accounts
• Work with other regions in sharing best practices and where it makes sense for the SUSE global business to optimize our key resources
• Work with the SMO to comply with departmental processes and to develop new practices, processes and documentation as necessary
• Support the growth and development of Service resources within the assigned region
• Assist in ongoing process improvement activities

Qualifications

• 5+ years of experience in a client/service management position
• Evidence of managing outcomes and customer escalations to resolve service delivery queries
• Fluent English and at least B2 level of German
• Linux/ Cloud/ SaaS/ IaaS exposure is preferred
• Customer Service focused, with a passion for support
• Great collaborator, able to work across your own team and wider groups
• The ability to act effectively under pressure, specifically during customer escalations
• Organized mindset, bringing structure to your customer interactions and reliability to your regular commitments
• The ability to prioritize effectively

Benefits

• The flexibility to work fully remote
• A positive work environment where you and your opinions matter
• A competitive salary & benefits package
• SUSE Assist, an Employee Wellbeing Solution for you and your household members
• Opportunity to work in an innovative environment with the latest open source technologies