Service Delivery Manager in Munich, Bayern, Deutschland

Microsoft Direkter Arbeitgeber

Microsoft Services

With 20.000+ employees globally, Microsoft Services is one of the companys largest groups, serving customers in 191 countries and 46 languages. Simply put, we help customers and partners get the most out of their technology investments by delivering their voices back to our business groups to make our technology even betterand by accelerating their transformation journeys to become digital businesses. For more information, visit <web address removed>.

Join us and be one who empowers billions! Thats incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

As a Technical Account Manager (TAM)/Service Delivery Manager (SDM) you are a key advisor to Microsofts Premier and Unified Support customers, managing Support Services that are aligned to your customers business priorities in order to maximize the value of their Microsoft investment, and accelerate their digital transformation.

We are searching for a TAM/SDM for our Manufacturing accounts in Germany/Frankfurt Area.



Responsibilities

The TAM/SDM is the primary front-line customer facing support role within the Microsoft Services organization, and is responsible for the overall growth, quality, and satisfaction of the customers support services relationship. This role offers an opportunity to be front and center with our customers supporting them in their digital transformation, while accelerating your career by driving business impact.

Key Accountabilities include:

CUSTOMER Creates a strategic support relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals, to enable quality service delivery. TAMs/SDMs focus on understanding the customer business and IT objectives in order to develop and manage the delivery of a comprehensive service delivery plan to enable customers to successfully operate, and consume, and hence realize the of value of Microsoft products and cloud services. The TAM/SDM must be a change agent by articulating the case for change and helping our customers evolve their IT maturity, drive productive use of Microsoft products, and enable and support IT to make the business more effective.

BUSINESS The TAM/SDM is responsible for sustainable growth through routinely partnering with Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service. The TAM/SDM is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsofts legal, fiscal and personnel policies.

DELIVERY The TAM/SDM must be proficient in understanding the Premier and Unified Support Services portfolio and be able to articulate the value of these services to our customers. The TAM/SDM will partner with our customers to ascertain their business and IT priorities in order to set a long-term strategy for service delivery that aligns to those objectives. The TAM/SDM must be literate and conversant on the Microsoft technology, methodology, and procedures for its application. The TAM/SDM is responsible for excellent delivery of services across the entire support lifecycle, including Service Delivery Planning, Cloud consumption and usage, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services.

LEADERSHIP This role requires strong communication skills and imaginative, bold thinking in all situations, as well as display executive presence and confidence. The TAM/SDM must be able to show leadership in supporting teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions.

Qualifications

Experiences Required: Education, Key Experiences, Skills and Knowledge:

  • Proven experience in an Enterprise support environment with a strong understanding of corporate customer support needs.
  • Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills.
  • Leads team orchestration to ensure support delivery needs for customers are met.
  • Bachelors degree preferred (Information Tech/Economics/Technology) or similar professional experience, Microsoft certification preferred.
  • ITIL and / or Change Management Certificate preferred.
  • Good overview about Microsoft products (Infrastructure, Collaboration & Cloud Services)
  • Experience in Manufacturing industry is a plus.
  • Fluent English and German language, verbally and written.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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