We are looking for a
Manager, Global Support DT AG (m/f)
to be located in Munich, Amsterdam or Zurich.

Job Summary:
In this position you are responsible for the delivery of all Support and Operations globally. You manage multiple teams of Proactive Support staff, Support Engineers and On-site Professional Service Engineers. A major part of your responsibility will be to provide leadership and strategic vision to the Global Account Manager on the development of the support team to meet the growing demands of the account.

Further Responsibilities:

• Provide direction and supervision to Engineers responsible for:
• Diagnosing, technical troubleshooting, servicing, and repairing systems and equipment at the customer site.
• Documentation and post-mortem analyses of escalation.
• Establish operational objectives and work plans for all On-site teams
• Develop, modify and execute company policies that will positively affect immediate operations.
• Implement new projects, policies and procedures for the department(s); and ensure that project goals are met.
• Develop proposed budgets based on the DT support revenue targets for approval and assure adherence once budget is approved.
• Utilize previously acquired technical, project management, and people management experience to actively lead regional and global projects.
• Take responsibility for results, including costs, methods and staffing.
• Serve as the face to the customer for the Global Support
• Work with field organizations – Sales and Professional Services - to identify at-risk projects and develop corrective action and support planning.
• Provide education and awareness of all Support Offerings to Sales and customers. Assist Sales with representing services in major opportunities.
• Serve as the primary point of contact within the region in scenarios where support process breaks down and customer explanation is required.
• Respond to and drive customer escalations by coordinating the appropriate resources
• Take responsibility for customer and internal management communications bridges
• Present post event Service Incident Reports as required
• Oversee the processes that assign the appropriately skilled resources to specific customer issues.
• Provide a weekly update of ‘Hot’ Issues for review by regional leadership, as well as Technical Support management and use in other reporting to Senior Leadership

Education & Experience:
This position requires a strong leader able to execute on customer relationship management, support planning within the area tactical escalation execution, and cross-functional coordination.

• A minimum of 10 years of experience as an individual contributor and a minimum of 5 years as a people manager
• A Bachelor of Science in Engineering or Computer Science, or equivalent related experience
• Demonstrated ability to manage multiple, critical projects
• Excellent written and verbal communication skills in English and German are a must. Skills in French and/or Spanish are a plus.
• Customer service experience working with customers in high stress situations on complex problems
• Experience of involvement with, management or running of large Data Centre Operations
• A clear understanding of the product development cycle, technical requirements and project management
• A strong understanding of concepts related to computer architecture through implementation
• Experience with, or overall understanding of: Network Appliance applications software as well as NAS and/or SAN storage and surrounding infrastructure
• Experience with developing budgets and predicting project costs
• A demonstrated ability to manage professional level employees