About Delos Cloud:

Delos Cloud, a start-up founded by SAP, strives to deliver a sovereign cloud platform for the digital transformation of the German public sector. The platform is an essential component for the implementation of the German Administrative Cloud Strategy (DVS) in compliance with all relevant data protection, IT security, and secrecy requirements of the BSI. Delos Cloud is a trusted partner of the federal, state, and local IT service providers and complements their service portfolio. Therefore, you will find exciting and varied tasks in an innovative and meaningful environment. For more information, please visit: www.deloscloud.de

What you’ll do:

As a Senior Support Engineer (f/m/d), you take on a central role in steering the M365 Customer Support Team customer support team. Your goal: to ensure fast, reliable, and high-quality solutions for our customers, with a particular focus on the IT units on German federal, state, and municipal level.

This includes:

• You are responsible for the day-to-day management of the M365 Customer Support team

• You monitor, analyze, and report on the solution performance of the M365 team (according to KPIs / SLAs) and initiate mitigation measures when required

• You coordinate the handling of support cases and ensure effective quality management

• You resolve complex M365 support cases

• You are responsible for customer reported incidents (CRIs) and coordinate their resolution, working closely with our technology providers, internal Delos units, and support providers

• You manage communication with customers in case of CRIs

• You expand knowledge management and ensure sustainable maintenance of our knowledge base

• You drive continuous improvement of customer support and its further development

What you bring:

• Several years of professional experience in (IT) support, IT service management and/or managing M365 environments

• In-depth knowledge of customer support, including case and incident management, workforce planning, quality and knowledge management, ideally aligned with ITIL standards

• Proven expertise in Microsoft M365 (MS-900, MS-102 as well as additionally MS-721, MD-102, MS-700, SC-401) combined with the ability to translate complex technical topics into practical solutions

• Experience in provider steering, team leadership, workforce scheduling and employee development

• Strong communication and collaboration skills, particularly the ability to prioritize under pressure and manage multiple stakeholders effectively

• Independent working style with the ability to prioritize tasks and drive them forward autonomously

• Fluency in German and English is required

What we offer:

• A flexible work environment that promotes a healthy balance between personal and professional life

• Excellent development opportunities

• Competitive salary and various employee discounts and vouchers

• Flexible working models such as working from home flexibility as well as time-off models

• Flexible mobility programs (e.g. company car policy, Job Rad, etc.)

• In the office: free lunch, water, excellent coffee, and opportunities for outdoor sports activities

• Additionally: Company pension plan, share participation options, working time account, etc.

• Intense onboarding, incl. personal buddy

#Delos Cloud

We win with inclusion

Delos’ culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At Delos, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

Delos is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Delos and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 448382 | Work Area: Information Technology | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time or Part Time | Additional Locations: