• Team Lead- SAM (SLM Managed Services)

    Job Locations IN-KA-Bangalore
    Posted Date 2 months ago(10/5/2018 3:07 AM)
    # of Openings
  • Overview

    Globally headquartered in Stans, Switzerland with a local presence in 80+ countries, our 3,000+ technology experts help our customers optimize all aspects of their software portfolio, leveraging our extensive technical and commercial expertise and strong knowledge of and relationships with all main publishers, such as Microsoft, Adobe, IBM, VMware, Oracle, Citrix, Symantec, McAfee, and many more.


    We have been growing by over 30% year on year for the last 10 years and our revenue is over 7bn USD in Sales.


    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 leaders are energized, super 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.


    They 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.


    Hear it from our Leaders on how SoftwareONE has been transforming the industry.


    • Service Performance:
      • Service Implementation --> Work closely together with the Global Service Owner who requests the SAM service, support the creation of professional Standard Service Procedure Documents in collaboration with the Business Process Reengineering Team along ISO Standards.
      • Service Rollout --> Build training documents which will help to rollout the SAM services in the subsidiaries along the definitions in the SSPs, support the Organizational Change Management Team in the rollout and training of the subsidiary teams, and lead the training for the assigned team members and new hires in SAM team.
      • Service Execution --> Takes responsibility to build up the SAM team in a way that all agreed SLAs and KPIs in the SSP can be delivered along the definitions at any point in time and without interruption. Engaging with Country SAM Teams (SAM Analysts, Specialist, BDM’s) on regular basis and helping them understand the current SAM Services/ tasks. Acts as interface and action owner for all escalations from the subsidiaries, taking responsibility to get escalations solved in time and documented in a way that it can be used for service improvements and adjustments. Makes recommendations for service improvements to the Global Service Owners of all assigned SAM services. Participate in global community calls to understand the future requirements of the respective global organization. Prepare regular SLA, KPI & health scores for the assigned Services.
      • Service Quality --> Constantly monitors the performance of all assigned services, create meaningful reports to the GSDC Senior Leadership Team which shows the performance of the services. Ensuring minimum Re-work and first time Resolution.


    • Team Performance:
      • People Recruitment--> Proactively plans the organization in a way that all services can be performed without interruption and in accordance with the SSPs. Requests new headcounts early for service growth and attrition. Works closely together with the HR Department along the SLAs set in the People Recruitment Process.
      • People Development --> Sets SMART quarterly goals for all assigned team members, reviews performance on a monthly base and find areas to improve and develop individual performance. Monitors the progress of the individual team members against the GSDC C3 Certification Program. Prepare skill-set developmental plans for each team members.
      • People Retention --> Constantly monitors individual behavior of the assigned team members along the GSDC Employee Handbook and other internal policies. Identify high performers and build them up as role models, support average and low performers on improving their skills and capabilities.


    • At least 6-8 years of experience in service oriented environment with a minimum of 2 years of experience in Software Licensing / Management with multiple teams handling experience.
    • Excellent Communication skills both verbal & non – verbal.
    • Full-Time Graduate in Computer Science / Information Technology or related domain.
    • SAM Certification ( Preferable )
    • Understanding of Flexera tool operation, administration and troubleshooting (Preferable), discovery tools like SCCM, SNOW etc. is preferable.
    • SAM Accreditation/ ITIL V3 foundation certification.– Preferable
    • Understanding of different publisher licensing models – Preferable
    • Strong understanding of IT Environments/infrastructure. Being able to install solutions from remotely and understand the difficulties.
    • Strong working knowledge of MS Office Tools (Outlook, Excel, Word, Power-point) is a must.
    • Strong analytical, presentation, communication, organization, multitasking and time management skills are required.
    • Good problem solving & consultative skills are required.


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