Overview:
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
Responsibilities:
Join the team as Global Service Design Lead - CSP Support & Bundles and spearhead the development and execution of top-tier services within the organization. Your role will be pivotal in crafting services from inception to delivery, ensuring they align seamlessly with our business objectives. You'll be at the heart of our SoftwareOne Microsoft Center of Excellence, focusing on Support and Managed Services among others.
Your expertise will guide the service lifecycle, collaborating closely with the Product Manager and key stakeholders to design and refine service delivery. Your insights will drive continuous improvement, leveraging feedback and metrics to enhance service quality. We value your ability to independently lead projects, mentor team members, and contribute to our service delivery framework.
Service Delivery Model Design
* Design and implement a best-in-class, cost-efficient service delivery model at both group and regional levels, aligned with on-the-ground experiences and improvement suggestions, driving innovation through automation and best practices, and contributing to the enhancement of Microsoft and SoftwareOne's Design and Delivery framework.
Service Delivery Model Efficiency Improvements:
* Review delivery efficiency and costs versus contribution margins, and seek opportunities to automate or re-balance in collaboration with the Product Manager. Drive continuous improvement cycles using feedback from delivery resources and customers. Own and update capability guidelines, best practices, and training curriculums, while collaborating with other departments to implement beneficial artifacts and customize managed services according to their needs and solutions.
Qualifications:
* Extensive professional experience, including time as a project or product manager responsible for sophisticated services portfolios or projects - preferably with experience working in an international organisation.
* Detailed understanding of matrix organizational structures and the dynamics in the sales, pre-sales and delivery domains.
* Extensive experience of Microsoft technologies, with particular knowledge of building the kind of modern services that meet current market demands.
* An understanding of the technologies and toolsets associated with delivering cloud services would be an advantage.
* Exceptional contributor with can motivate, influence, and inspire other team members, while building strong services capabilities.
* Deep understanding of project management standards and methodologies.
* ITIL certification and extensive knowledge of designing services and process flows.
* Highly-developed prioritisation and problem-solving competence.
* An excellent command of English, both written and spoken, including C-level presentation skills.
* Solid business writing skills, with a keen eye for detail.
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