Technical Delivery Manager

Job Description

• Consulting & Solutioning
• Interact with sales leads and delivery team to translate complex customer requirements into recommendations for solution architectures and consulting services.
• Work with a team of technical consultants, provide a point of escalation for customer inquiries, coach and grow team members’ skills in consulting delivery.
• Work with customer technical leads, client executives, and partners to manage and deliver migrations to cloud solutions.
• Work closely with Product and Engineering teams to package best practices and lessons learned into thought leadership, methodologies and published assets.
• Understand and clearly articulate customer needs, and help shape Google’s long-term product strategy; be an advocate of Google’s “product innovation story”.
• Support Escalation & Customer Management
• Final point of technical support escalation in Indo.
• Bridge between support and customer and account executives.
• Monitor SLA
• Assign tickets locally
• Ensure SLA is met by local support team.
• Escalate further to SG, MY or Google as appropriate
• Conduct Premier Support Quarterly Reviews and Present to Customers. Join account executives in customer engagement. Ensure customers are happy and issues resolved and escalated to the right people.
• Project Management
• Oversee project timeline in Indo.
• Ensure resources are assigned the right number of projects. Highlight if overloaded.
• Ensure right resources are given suitable projects.
• Handle any internal project escalations or emergency situations
• Assist HOD Wisnu or Ivan accordingly to push team to complete projects on time and on budget.
• Network Projects
• Provide solutioning of network architecture to customers based on their requirements.
• Manage configuration and installation when client engages use for projects.
• Assign tasks to engineers and monitor them.
• Contract freelance installation contractors to complete any physical installation works.
• Assist with dealing with Distributor to ensure stock has arrived
• Stock management in office
• Arranging stock delivery to clients