Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question.Projects span hardware deployment, structured cab...
Shopware is a leading ecommerce system that enables companies worldwide to scale quickly and efficiently in digital commerce.As a trendsetting open source solution, Shopware is already used by some...
ALS is a global leader in testing, providing comprehensive testing solutions to clients in a wide range of industries around the world.Using state-of-the-arte technologies and innovative methodologi...
Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question
Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture
Tickets get lost between technical and commercial teams — this role closes that gap
We are scaling and need a manager who can build process while staying hands-on with clients
Key Responsibilities
Client Ownership
- Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle
- Lead client onboarding, scoping calls, and technical review meetings
- Translate client requirements into actionable work orders and internal tickets
- Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs
- Build long-term relationships that reduce churn and increase account expansion
Project & Ticket Management
- Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform
- Create, assign, prioritize, and close tickets with clear documentation at every stage
- Track multi-workstream projects across planning, procurement, deployment, and sign-off
- Identify blockers early and coordinate cross-functional resolution without escalating everything upward
- Maintain a live project dashboard that clients and internal stakeholders can rely on
Datacenter & Technical Operations
- Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling
- Review and validate work orders for technical accuracy before client-facing delivery
- Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics
- Ensure adherence to datacenter safety, change management, and access protocols
- Provide technical guidance to junior technicians and contractors on-site
Budget & Commercial Oversight
- Track project budgets, flag overruns, and submit change orders when scope shifts
- Review vendor invoices and validate against approved work orders
- Assist in preparing quotes and SOWs for new client engagements
- Maintain procurement records and ensure contract compliance for hardware and services
Team Management
- Manage a team of technicians and/or project coordinators remotely that work onsite.
- Set weekly priorities, conduct 1:1s, and run shift/resource planning
- Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes
- Identify skill gaps and work with leadership on training and hiring plans
Required Qualifications
- 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field
- Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure
- Hands‑on familiarity with server hardware, structured cabling, power distribution, and remote hands operations
- Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent
- Experience owning project budgets, SOWs, or vendor purchase orders
- Proven ability to manage and develop a small technical team
- Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time
Preferred Qualifications
- Experience in a managed services, colocation, or cloud infrastructure environment
- Familiarity with DCIM tools, asset management systems, or CMDB platforms
- Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects)
- Exposure to ITIL practices or formal change management processes
#J-18808-Ljbffr
Business Development Representative (m/f/d) Arbeitgeber: Shopware AG
Shopware ist ein hervorragender Arbeitgeber, der eine dynamische und inklusive Arbeitsumgebung bietet, in der Innovation und persönliche Entwicklung gefördert werden. Mit flexiblen Arbeitsmodellen, umfangreichen Weiterbildungsmöglichkeiten und einem starken Fokus auf Teamkultur, einschließlich regelmäßiger Events und einem unterstützenden Mentoring-Programm, ermöglicht Shopware seinen Mitarbeitern, ihre Karriereziele zu erreichen und gleichzeitig eine ausgewogene Work-Life-Balance zu genießen. Die Möglichkeit, remote oder hybrid zu arbeiten, sowie die Unterstützung bei besonderen Lebensereignissen machen Shopware zu einem attraktiven Arbeitsplatz für IT-Profis, die an der Spitze der digitalen Transformation stehen möchten.
