Senior Support Engineer M365; f​/m​/d

Senior Support Engineer

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.

As a Senior Support Engineer, you take on a central role in steering the M365 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:

• Day-to-day management of the M365 Customer Support team
• Monitoring, analyzing, and reporting on the solution performance of the M365 team (according to KPIs / SLAs) and initiating mitigation measures when required
• Coordinating the handling of support cases and ensuring effective quality management
• Resolving complex M365 support cases
• Managing communication with customers in case of customer reported incidents (CRIs)
• Expanding knowledge management and ensuring sustainable maintenance of our knowledge base
• Driving 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.

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.