SUSE Premium Support Services Delivery Manager - Americas

About Us

Always 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 Enterprise (SLE), Rancher and NeuVector. 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. 

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

SUSE Premium Support Services Delivery Manager - Americas

  

Job Description

   

Role:

SUSE Service Delivery Manager (SDM) takes full responsibility to manage the delivery of SUSE services to our customers and act as an interface to our Sales team helping them to position and sell our Services.

All technical escalations will be managed and coordinated by SDM.

SDM will also drive improved customer NPS by holding regular customer meetings and drive the efficiency of delivery of services, act as the Services Account Manager for all named customers.

A technical background in management needs to be balanced with very strong inter-person skills to be able to work closely with our customers as well as with services partner organizations.

Some travel will be a requirement.   

Focus Area:

• Input and drive the goals, priorities and strategy of SUSE services and support

• Articulate the key values of SUSE products, solution and strategy internally and externally

• Drive services sales and help the sales team position and sell the value of SUSE services to our customers to achieve the bookings targets for services each quarter

• Maximize professionalism, flexibility, motivation for the services team and provide them with regular and clear communications

• Manage professionalism, flexibility, motivation for the services team and provide them with regular and clear communications

• Ensure the services team productivity is maximized with regular, proactive customer contact (onsite and remote)

• Ensure excellence in delivery to its customers and achieve the renewal potential of our premium support business

• Act as escalation manager for all services related issues in geo and manage critical situations efficiently with clear management updates

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

• Manage and report on services forecast, pipeline management, revenue backlog management and work with sales to ensure all business metrics are in alignment

• Close, trusted relationship to sales teams with active input to support account planning and driving deals with services attached

Experience, Skills, Knowledge:

• Bachelors degree or equivalent work experience.

• Proven ability to work independently and take initiative

• Strong written and verbal communication

• Proven ability to work with teams remotely and in dispersed locations/countries

• Experience in working in multi-cultural environments

• Positive attitude, proactive problem solver

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

• A passion for process improvement and experience with project management skills

• Strong understanding of a services and support business

• Exceptional written and verbal communication skills

• Relationship builder and ability to maintain a calm and professional approach when working in high pressure environment

• Experience in high-tech or software company

• May at times be required to work outside of standard business hours. This role is 24/7 on call role. If there are escalations from customers, there is a requirement to assist customer.

• This role is remote with travel up to 20%

Success Factors:

• Growth Mindset

• Results Driven

• Meritocracy

• Stong