Service Delivery Manager

About SUSE SUSE is a global leader in innovative, reliable, and secure enterprise open source solutions, including SUSE® Linux Suite, SUSE® Rancher Suite, SUSE® Edge Suite, and SUSE® AI Suite.More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond.SUSE puts the "open" back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.For more information, visit .Job DescriptionThe 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.Focus AreaAct as the main point of contact for assigned customers for all Premium Support activitiesOrganize regular, proactive customer contact (onsite and remote) to ensure the customer need is well understood and addressedDelivery regular Service Reviews in line with Premium Contract requirements for your accountsCoordinate Premium Support Engineers activity as necessary to deliver effective support to customersAct as the first point of escalation for all issues in your accounts and manage crit sits efficiently with clear management updatesEstablish a trusted working relationship with Sales in assigned region or Geo, collaborating and supporting Premium Renewal opportunities in your accountsWork with other regions in sharing best practices and where it makes sense for the SUSE global business to optimize our key resourcesWork with the SMO to comply with departmental processes and to develop new practices, processes and documentation as necessarySupport the growth and development of Service resources within the assigned regionAssist in ongoing process improvement activitiesAbout You5+ years of experience in a client/service management positionEvidence of managing outcomes and customer escalations to resolve service delivery queriesFluent English and FrenchLinux/ Cloud/ SaaS/ IaaS exposure is preferredCustomer Service focused, with a passion for supportGreat collaborator, able to work across your own team and wider groupsThe ability to act effectively under pressure, specifically during customer escalationsOrganized mindset, bringing structure to your customer interactions and reliability to your regular commitmentsThe ability to prioritize effectivelyWhat We OfferThe flexibility to work fully remoteA positive work environment where you and your opinions matterA competitive salary & benefits packageSUSE Assist, an Employee Wellbeing Solution for you and your household membersOpportunity to work in an innovative environment with the latest open source technologiesThis role is subject to successful background checks, including criminal, credit, and employment references.This will be conducted by SUSE's background check provider, where legally permitted.The candidate is required to complete the background checks once an offer has been accepted.This position is subject to a background check(s), including criminal, credit, and/or employment references.The candidate is required to complete the background check(s) once an offer has been accepted.This will be conducted by SUSE's external provider, where legally permitted.Job ServicesWhat We OfferWe empower you to be bold, driving your career to create the future you want.We celebrate and reward your achievements.SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.This is a compelling opportunity for the right person to join us as we continue to scale and prosper.If you're a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply nowWe give you the freedom to be yourself.You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives.A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.Sounds like the right fit for you?Click Apply to submit your resume.A recruiter will contact you if your skills match our current or any future positions.In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.SUSE ValuesChoiceInnovationTrustCommunity#J-*****-Ljbffr