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:
The Regional Services Leader (gn) for DACH is running the overall delivery function. Ensuring a speedy and high-quality service to our customers with a strict adherence to any SLA, outstanding customer service, people management, by leading and motivating the entire services workforce. This includes planning, monitoring, developing, coordinating of the entire delivery function, and is carrying out systems, policies, procedures, and efficiency standards.
In this role you will be directly reporting to the Regional President DACH and you will work closely will all regional leader and the global services org.
Responsibilities
Leadership:
* Lead, enable, guide/ mentor local and remote direct reporting employees and delivery leaders aligned to the regions and services.
* Increase leadership team's efficiency by training, mentor, counselling, and focusing senior leadership team; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results.
* Promote a safe working environment and ensure compliance with applicable policies and procedures.
* Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; benchmarking pioneering practices.
Service delivery ownership and portfolio:
* Ownership & accountability of delivery outcomes for the aligned regions/services. Service Execution and service quality to be constantly improved and automated.
* Overall Lead for SLA performance & other performance indicators/metrics including monthly/quarterly service metrics like C-SAT / QA scores /SLA /KPIs.
* Establish plans, budgets, and results measurements; allocate resources; review progress; make mid-course corrections, coordinate actions with support functions P&C and Finance.
* Implement departmental policies, goals, objectives, and procedures making sure organization standards, develop strategic plans by studying opportunities; presenting assumptions; recommending objectives.
* Ultimate responsibility of improving for adoption, utilization and planning transition activities as per business requirements.
* Inspire change initiatives as the need arises to improve efficiencies and complete business commitments.
* Ensure cross-regional and global alignment to ensure consistency of company goals.
Market focus and costumer relationship:
* Develop strong customer relationships and serve as the interface between Sales and Delivery.
* Improve customer experience including recurrent scheduled meeting and quarterly reviews.
* Builds positive image by collaborating with customers, partners and employees, ensuring ethical business practices.
* Leverage internal relationships to enhance business performance and customer experiences.
Qualifications:
* Confident and aware leader who is highly people centered, motivated, dedicated, and results oriented.
* Being passionate about helping people grow and able to work effectively with people having diverse abilities and experience levels.
* Excellent leadership and interpersonal skills with validated ability to orchestrate resources and empower teams.
* Shown experience leading big teams, familiarity with talent management and succession planning.
* Extensive experience in IT services field with experience in leading leader.
* Experience with technology, workforce management agent productivity tools and quality management tools.
* Validated tendency to challenge the existing conditions, to influence and inspire change and constant improvement in process.
* Strong intuition for business and understanding of customer expectations and drivers that influence customer behaviour, ability in handling customer relationships.
* Excellent communication & presentation skills, ability to present sophisticated information to a variety of audiences.
* Cross-cultural interpersonal skills to reliably communicate globally.
* Passionate about navigating through international matrix structures.
What we have to offer
Our employees are our most valuable asset - that's why we create an environment where you can feel at home and thrive:
* Varying tasks with scope for creativity and development in an internationally connected environment
* Flexible working with the option to work from home
* Time for new perspectives: the option of a sabbatical or workation
* Embracing diversity: active promotion of equal opportunities through our DEIB strategy and the Women in Tech initiative
* Harmony Day: an extra day off to make a positive social impact
* Structured start: A personal onboarding buddy supports you from day one
* Personal development: Tailored learning and development opportunities
You can find all country-specific benefits here:
* Benefits Deutschland
* Benefits Schweiz
* Benefits Österreich
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