Service Delivery Manager

About UsAlways open. Our code, our culture, our opportunities. Leading open innovation without limits. We are 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 www.suse.com.Service Delivery ManagerJob DescriptionThe RoleAs a SUSE Service Delivery Manager (SDM), you'll be at the forefront of ensuring our Premium customers receive top-notch support services. In this role, you will be responsible for building strong relationships with assigned customers to understand their environment and use of SUSE products. You'll collaborate closely with our internal teams to provide solutions that meet our customers' needs.Responsibilities:Manage all technical escalations with finesse, ensuring our customers feel heard and valued throughout the process.Drive improved customer satisfaction by holding regular meetings and acting as the primary point of contact for Premium customers.Work closely with the assigned Premium Support Engineer(PSE) on each account and ensure cases are resolved promptly.Understand how our customers use SUSE technology to run their business.Balance a technical understanding of the technology with strong interpersonal skills to support your assigned customers to deliver exceptional service.Critical to achieving excellent results will be developing strong relationships with the customers to aid renewal of their Premium Service contracts. The role sits within the Global Services Americas function and reports to the Leader of Premium Services Americas.Focus AreasThe primary areas of focus are as follows:Collaborate on setting the goals and strategy for SUSE services for assigned customers, focused on delivering customer outcomes.Facilitate Service Reviews with customers to report on cases, goal status, opportunities, and recommendations based on a mutually agreed-upon schedule.Operate collaboratively with your customers, acting as their champion by leveraging SUSE resources to ensure delivery success.Work hand in hand with the assigned Premium Support Engineers in support of the customer's goals and stated outcomes.Assist in selling the value of SUSE services to assist with hitting our quarterly targets.Ensure our Premium team is always in touch with our customers, providing proactive support.Strive for excellence in service delivery, aiming to maximise customer satisfaction and renewals.Manage escalations and critical situations efficiently while keeping management informed.Develop strong networks with peers across the organisation to deliver on the above items in groups such as: Training, Customer Success, Customer Support, Consulting, Product Management, Engineering, and Sales Account Executives.Being available to take customer escalations for a critical system down after hours is required, via cell phone.Travel to customer sites, up to 50% of the time, as required.Preferred Experience & SkillsBachelor's degree or equivalent work experience3 to 5 years of experience delivering in customer-facing roles such as Customer Success, Delivery Management, or Support Services.Proven ability to take initiative and work independently.Experience collaborating with remote and diverse teams.Strong understanding of service and support businesses.Excellent written and verbal communication skills.Experience in presenting to all levels of management internally and externally. Solid understanding and experience with office suite products to prepare and present customer presentations. Experience in understanding and translating complex business issues and adjusting communication based on the audience. Personal AttributesThe ideal candidate will embrace the transformative nature of this role - as we continue our evolution, we require you to build capability and institutionalise best practices within customer services. Energetic and passionate about customer service and successA positive attitude and knack for problem-solving.Detail-oriented with exceptional organisational skills.Questioning and challenging assumptions will be necessary. Your relationship-building skills, both with direct peers but also across the wider business, will be critical, as will your ability to deliver customer outcomes. Dealing with ambiguity and being both resourceful and enterprising should be second nature to you.Ability to effectively communicate with many levels of internal and external customersFor US Only - US Pay Transparency DisclaimerIf this role is filled in the United States of America, the starting base salary is expected to be between 88,000 and 161,000. In addition to this base salary, we offer a commission plan and an attractive benefits package. US benefits include a comprehensive medical plan, life and disability insurance, 401k, Employee Assistance Programme and generous paid time off and leave policies.Actual compensation will be determined by factors such as experience, skills, geographical location, internal equity, and budget. Please note that this salary information is applicable to the US only.This role is subject to successful background checks, including criminal, credit, 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.JobServicesWhat 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. 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