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Service Delivery Lead- Cloud Support

Service Delivery Lead- Cloud Support

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The Service Delivery Lead is aligned with and provides required input into local and global vision and strategy. The Service Delivery Lead is responsible for developing relationships with customer stakeholders across CxO, Operations and Business Units. The Service Delivery Lead will understand the objectives of the customer organization to align SoftwareONE Solutions and Services enabling Microsoft Azure and Microsoft Office 365 within the customer environment.


Core Accountabilities

  • Maintains operational direction, ensuring quality of service delivery, and maintaining customer satisfaction.
  • Manages the timely resolution of customers’ technical support requests, using appropriate re- sources and escalation paths where necessary.
  • Ensures that business objectives are achieved by focusing on delivery execution and that best practices are followed.
  • Required to collaborate and share best practices to provide services of the highest quality.
  • Provides input and executes on the service business plan
  • Conduct quarterly business review with customer stakeholders providing insight on; SoftwareONE Service usage, Microsoft Service usage and opportunities for spend optimization, new features or capabilities released within Microsoft Azure or Office 365 that could enable a goal within the customer business
  • Completes Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for customer, SoftwareONE or partners.
  • Provide technical and systems management advisory services. Ensure skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.
  • The development and maintenance of a working knowledge of current and future Microsoft Azure and Microsoft Office 365 products and technologies.
  • Drive and accelerate spend adoption through advising customers on best practices for using SoftwareONE or Microsoft solutions.
  • Relay market needs and requirements back to internal SoftwareONE Global Service teams
  • ·Mentor team members and assist them with their professional development
  • Provide input to target Account Business Plans to position SoftwareONE Services
  • Provide thought leadership in highly complex projects/programs throughout the pre-sales and initial planning process


Skills Requirement

  • Confident individual that’s highly motivated and results oriented
  • Experience in Service Delivery Management
  • Ability to converse with senior customer stakeholders
  • Desire to work in fast-paced, challenging environment
  • Program management or services experience deploying technology solutions
  • Excellent communications skills with the ability to manage challenging conversations in a professional manner
  • Listening to customers, probing for business process pains and opportunities, in an effort to meet or exceed their expectations.
  • Methodical Approach
  • Good presentation skills
  • Being able to work effectively with anyone with different skillset
  • Background in technology services
  • Performed work within the relevant technology realm in a delivery capacity
  • Understand the implication of change though the implementation of  technology to the business
  • Strong structural work methods,  multitasking and time management skills
  • Solid problem solving and assertive consultative skills
  • Strong in project management and project leadership
  • Skills in business process analysis


Technical Skills

  • Detailed understanding of organizational structure, delivery requirements and services provided within is practice domain of expertise
  • 3 to 6 month external management training course


Relevant Experience


  • Active listener and effective communicator
  • Ability to prioritize and demonstrate relentless discipline in achieving goals
  • Proven ability to influence others and lead customer engagements
  • Strong ownership, bias for action and willingness to role-up your sleeves
  • Expert use of MS Office Suite, and Microsoft CRM