Service Delivery Manager – Digital Workforce

Job Title: Service Delivery Manager – Digital WorkforceLocation: Stuttgart, Germany (Hybrid – 2 days onsite per month) + 50% Travel within Germany as requiredType: Permanent Role Job Description and RequirementsAs a Senior Technical Account Manager , you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will leverage insights from customer account teams—whom you will collaborate with—to manage high-impact situations and drive successful resolutions. This role requires strong technical problem-solving skills, a proactive mindset, and the ability to operate across complex enterprise environments.

You must be comfortable engaging with customer representatives at all levels, including Sales, Services leadership, and technical communities. You will serve as a trusted advisor, guiding clients through technical escalations, complex solutions, and continuous improvement initiatives. What You Will Do: Escalation Management: Act as a single point of contact for critical customer escalations. Own the coordination and oversight of problem-solving efforts, ensuring timely and effective resolution. Support Delivery: Lead complex service delivery engagements and develop innovative, tailored resolutions in accordance with defined Statements of Work. Digital Workforce Solutions:

Provide subject-matter expertise and strategic guidance on the implementation and optimization of Digital Workforce Solutions (DWS), supporting customers in the evolution of their workplace environments. Hybrid Cloud Advisory: Advise on and support Hybrid Cloud environments, including cloud migration, integration, and operations across on-premise and public cloud platforms. Position Requirements: Superior knowledge of DWS, PC, and Cloud technology, with a strong understanding of Hybrid Cloud infrastructures and deployment models. Proven experience leading or contributing to Digital Workforce transformation projects, ideally within complex enterprise environments. Hands-on experience with Asset Management Tools, Patch Management, Driver & Image Management, and Modern IT Deployment solutions.

In-depth expertise in Windows operating systems, PC architecture, diagnostics, and troubleshooting. Strong awareness of cloud market trends and vendor ecosystems (e. g. , Microsoft, AWS, Google Cloud). Excellent ability to interact with and present to senior stakeholders and CXO-level executives. Relationship Management: Maximize the value of the customer’s investment in products and services throughout the end-to-end lifecycle. Act as the customer’s advocate, ensuring effective communication and collaboration between all technical and business teams. Lead the development of post-incident reports, maintain escalation records, and ensure alignment with customer support plans. Optimization & Continuous Improvement:

Use analytical skills to identify trends, root causes, and opportunities for improvement in service performance. Lead proactive maintenance initiatives and optimize delivery frameworks based on industry best practices. Support clients in operationalizing and scaling hybrid and digital workplace technologies for long-term success. Collaboration: Collaborate across field service teams, support engineers, and customer-facing personnel to ensure solution alignment and operational excellence. Compile, analyze, and interpret service level data and operational metrics to inform business and delivery decisions. Skills & Qualifications: Proficient in Microsoft Office tools and enterprise IT platforms. Excellent communication, stakeholder management, and organizational skills.

Proven ability to manage multiple initiatives simultaneously in high-demand environments. Strong team leadership and virtual team collaboration skills in matrixed global environments.