Service Delivery Mgr

The SUSE Service Delivery Manager (SDM) plays a key role in cultivating our customers’ experience by ensuring the world-class service capabilities are positioned and provided to maximize their investment in SUSE technologies. The SDM will work directly with SUSE’s Commercial Sales Team to target, position, and support Services within opportunities for Commercial accounts leveraging SUSE and Open Source technologies. Additionally, the SDM will be assigned to key named customers providing service account management for Premium Support delivery. This is a technical management role, reporting to the Service Director. Regular travel is a requirement. 

Focus Area 

• Be able to articulate the key values of SUSE products, solution and strategy 

• Act as main point of contact for assigned customers for all premium support, consulting, and training Services activities and share information regularly with sales, pre-sales, renewals to ensure we remain joined-up 

• Establish trusted working relationship with Sales in assigned geo by collaborating and supporting sales team within opportunities  

• Manage Premium Support delivery in assigned region to ensure excellence in delivery to its customers and maximize Premium Renewals 

• Help sales sell new Consulting, Premium Support, and Training 

• Manage, monitor, and track all SUSE Consulting activities within assigned sales region 

• Maximize customer meetings to ensure the customer receives regular contact from SUSE Services and that we fully understand the customer need 

• Ensure the Premium Support Engineers productivity is maximized with regular, proactive customer contact (onsite and remote) 

• Act as first point of escalation for all services related issues in geo and manage crit sits efficiently with clear management updates 

• Work with other regions in sharing best practice and share resource where it makes sense for the SUSE global business to optimize our key resources  

• Support the growth and development of Service resources within assigned region 

About You 

• Mastery of client relationships with a proven track record in successful client growth and retention through service delivery. 

• Relationship builder - Ability to maintain a calm and professional approach when working in high pressure technical support environment and critical customer situations 

• Some travel will be required for both internal meetings as well as external meetings (primarily customer visits). 

• Must have: 

• A passion for helping and delighting our customers  

• Outstanding written and verbal communication  

• Positive attitude, proactive problem solver. 

• Detail oriented, organized, and efficient in their ability to multi-task 

• Strong service orientation, with excellent follow-up / follow-through. 

• Exceptional written and verbal communication skills 

• Proven ability to work independently and take initiative 

• Experience working with Sales, Finance, Legal teams