SoftwareONE

  • Regional HUB Leader

    Job Locations RO-București
    Posted Date 7 months ago(5/22/2018 6:28 AM)
    ID
    2018-2871
    # of Openings
    1
  • Overview

    Who you are and why you’re going to be a rockstar?

    You take great pride in delivering Customer Satisfaction (internally and externally) and Employee Satisfaction in your colleagues is paramount. Integrity is important to you but the big corporate machines do not really interest you. You are deeply Passionate about what you do but Humble enough to keep learning and recognize the importance of collaborating with your team and colleagues. You have great Discipline, but can still work at Speed and love creating tangible results.

     

    What you’d contribute and will define success for you?

    • You will lead a new regional hub for SoftwareONE and talk to your internal customers (Regional-, Country- and Service leader from SoftwareONE) on eye-level. You understand their business deeply and you are always in good discussions with them.
    • You are accurately informed about their project – pipeline, which helps to provide them always the right consulting resources at the right time.
    • Your biggest success is for you when your internal customers and end-customers are super happy with the delivery/consulting performance of your team and engage for further projects.
    • From start up to operational excellence, you will lead a team of technical experts in delivering exceptional services to SoftwareONE EMEA business.
    • You will lead our cloud support team for EMEA as well. You understand to guide and motivate your team. You are aware of the types and quantity of customer incidents and how to change them in an outstanding customer experience and how to generate further opportunities.
    • You teach & train your team in customer excitement, as you know that a good customer experience leads to further projects and a very deep integration between him and us.
    • Your biggest success is for you when your internal and end-customers are super happy with the delivery/consulting performance of your team and engage us for further projects.

     

    Responsibilities

    • Provide effective management across the SoftwareONE Cloud Support group, 24x7.
    • Provide process improvement and project manage the escalation support for customers relating to all Services provided by SoftwareONE Cloud Support.
    • Responsibilities also include facilitating training and workshops for SoftwareONE Cloud Support personnel in your team.
    • Provide escalation support for Cloud Support Agents where customers have customer satisfaction issues.
    • Mentor team members and assist them with their professional development.
    • Providing input to SoftwareONE Services and Solutions roadmap.
    • Maintains in-depth working knowledge of Hub systems and processes.
    • Partners with the leadership team to implement policies and align systems with the objectives.
    • Sets performance standards to meet service goals.
    • Measures Service Teams’ performance and makes appropriate decisions.
    • Maintains quality service by establishing and enforcing quality standards.
    • Identifies and implements measures to improve quality of service, productivity and excellence.
    • Assures ongoing compliance with quality and industry regulatory requirements (where applicable).
    • Leads risk management activities.
    • Provides guidance on continuous improvement of services, processes and procedures.
    • Ensures adequate service transition is executed as services are added, changed or removed.
    • Creates and maintains a high-quality work environment so teams are motivated to perform at their highest level.
    • Addresses disciplinary and/or performance problems according to company policy.
    • Communicates effectively with employees and makes effective/appropriate decisions relative to employees.
    • Accomplishes objectives by establishing plans, budgets, and results measurements.
    • Increases leadership team's maturity and effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining senior leadership team; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing development opportunities.
    • Establish and implement departmental policies, goals, objectives, and procedures, conferring with all staff members as necessary.
    • Builds positive image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices

    Qualifications

    • Educated to Bachelor's Degree is required.
    • 10+ years of relevant experience
    • Experience mentoring and coaching others
    • Proven leadership skills demonstrating strong judgment, problem-solving, and decision-making abilities
    • Experience managing senior-level client relationships
    • Proven track record of consistently attaining targets and objectives
    • Experience transforming/improving support/back-office functions through consolidation, outsourcing, shared services, or centers of excellence
    • Familiarity with financial, HR, technology, or other support processes

    Preferred:

    • Prior professional services or IT services experience
    • Masters of Business Administration (MBA) degree

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