Services Delivery Lead - Cloud & Sam
Softwareone, Hq
Xico, Veracruz, México
hace 3 días
source : JobLeads

SoftwareONE Technology Services is a premier provider of professional and managed services. Our Technology Services ethos places the customer outcomes at the heart of everything we do.

SoftwareONE works closely with customers to align business and IT objectives. We support the organizational goals through our solutions.

Based on the business objectives and IT investments, we provide IT strategy, defined roadmaps, and design and implement solutions to accelerate the transformation of our customer''s business.

Team leads are aligned with local and global vision and strategy and are accountable for the end to end quality of service delivered by the team.

The team lead oversees project deliverables and supervises the day-to-day operational activities and ensures even distribution of the workload across the team.

They provide operational direction to the team and assist in the coordination, implementation, and communication of local and global delivery initiatives / changes.

They assist in the identification of service / process, continuous improvement initiatives, and provide the required operational reports that measure operational support metrics.

They support the team in resolving operational issues and escalations. CoreJob SpecificCore Accountabilities· Working in a team environment· Responsible for maintaining, supporting, and improving on an on-going basis, the service components within the domain of practice.

  • In charge of maintaining the relationship between the customer / countries and the delivery teams· Actively manages project escalations to resolution· Ensuring that the team meets the KPIs for service quality and delivery while adhering to global and local delivery processes.
  • Responsible for the development of each member of the team based on the global service strategy with the support of the Practice manager.
  • Managing of individual and team utilization metrics· Assist direct manager in measuring and managing project profitability· Accountable for individual team member performance management, training, and development (employee wellbeing) acting as a motivator, supervisor, and mentor.
  • Minimum of 40% chargeability on delivery engagements depending on team size· Coordinate and monitor the execution of all daily operational activities of services & teams· Ensuring 100% process adherence and delivery within the defined SLA / SOW· Provide feedback on a monthly basis on Continuous Improvement Initiatives (what is working well, what is not working well) based on Engagement reviews· Proactively analyzing the quality and ensuring services / tasks are delivered at required level of quality· Performance review and goal settings of each member for each quarter· Create customized reports and analyzing the performance of individual team members on customer engagements to manage team performance on a monthly basis· Create & Analyze Service Performance reports & ensure communication of progress / status to the manager· Performing other duties as assigned by direct management· Support defining, documenting, coordinating and rolling out new services / tasks to team members· Planning and execution of individual team members training requirements based on the skill matrix to ensure relevant skill set is maintained within the team· Active management of team members utilization & efficiency ensuring balanced service engagement across the team· Effectively manage the teams Leave Utilization with no impact on service delivery· Support in recruitment of qualified skill requirements within the team#LI- KA CoreJob SpecificSkills Requirement A confident individual that’s highly motivated and results-orientedA well-organized individual who can easily multitask and manage own and team’s timeStrong problem solving and consultative skillsStrong organizational skills and self-motivated to apply appropriate knowledgeQuality-oriented personalityAnalytical & Logical skillsGood Communication and Collaboration Skills (internally & externally)Methodical ApproachGood presentation skillsBeing able to work effectively with anyone with different skillsetsBi-lingual in English and SpanishSelf-driven independent work ethics that drives internal and external accountabilityStrong Project Management experienceGood People Management skills with the ability to delegate work & motivate team members· A strong facilitator that can deal with conflicts and conflict resolution Technical Skills · Understanding of structure, delivery requirements, and services provided within SoftwareONE professional service delivery· Internal management course· 3-4 years of professional experience in leading teams Relevant Experience· Overall 3-4 years of relevant experience within professional service delivery #LI - KAStrip away everything.
  • Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareONE successful.

    Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day.

    Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.

    Patrick Winter, Founder.Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you.

    SoftwareONE employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results.

    Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction.

    We are Humble, have a very high degree of Integrity and are simply not interested in politics. Our leaders operate with a high levels of Discipline but are able to work at Speed manage change in a global economy.

    SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees.

    We want every employee to have the greatest experience of their career.

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