Global Service Design Lead - CSP & Operations

SoftwareOne is in the middle of an exciting transformation journey, becoming one of the fastest-growing global platform, solution, and technology service providers. We offer a full suite of solutions to help organizations transform their technology landscape and optimize their technology investments in an increasingly software-defined and cloud-first world. Combining this with our legacy of being a trusted partner to >65,000 customers globally means that our growth is only just beginning!

Global Service Design Lead - CSP & Operations

As SoftwareOne's Global Microsoft Center of Excellence, we identify new business opportunities and work closely with our strategic partner, Microsoft, to design innovative, efficient technology solutions. We stay ahead of technology trends, define best practices, and create architectures to accelerate solution delivery and provide faster time-to-value for our customers. Responsible for global delivery and (Pre-) sales, we define training and enablement requirements across 19 locations, impacting over a thousand employees. As a credible voice in the Microsoft space, we share our expertise at industry events and webinars.

Join the team as Global Service Design Lead - CSP & Operations 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.

• 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 who 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 prioritization 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.

What we have to offer

Here at SoftwareOne we encourage autonomy and thinking creatively - and we can’t wait to hear your new insights! Our people are our greatest asset, and we’ll ensure you’re happy here.

Our company benefits vary based on your location, but always include:

• Culture: We defined our 7 core values through our global company culture ( https://www.softwareone.com/en/our-story/our-values)
• A mentor who supports your successful start and is at your side with advice and action.
• President’s Club: Recognition awarded by leadership and your peers.
• Flexible work: Do great work from anywhere, deliver excellence everywhere.
• Incentive programs: Swomies award bonuses to colleagues who go above and beyond.
• Lifelong education: A variety of training and development opportunities.
• Employee stock option programs (SIX: SWON): Be an owner. All employees can be shareholders.
• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future.

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Software & Cloud

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.