Service Delivery Manager

About Us

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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 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.

Focus Area

• 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

About You

• 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 French

• 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

What we offer

• 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

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.

Job

What We Offer 

We 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 now  

We 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 Values 

• Choice

• Innovation

• Trust

• Community