Service Delivery Lead - DSC - EMEA
Location : Name LinkedSoftwareONE, Stans, SwitzerlandPosted Date1 month ago(5/14/2020 4:27 AM)
Hear from Darryl Sackett our Global Leader - Software Lifecycle Management (SLM) and learn how our SLM business, work environment, and culture has evolved in the 6 years he's been at SoftwareONE. We are always looking for top talent to be a part of our award-winning SLM business and continue its growth. If you want to have the most amazing experience of your working life click onhttps://www.softwareone.com/careersand find your dream job today!
The Service Delivery Lead (SDL) - Digital Software Supply Chain is focused on all delivery aspects of our global portfolio for Digital Supply Chain.
The SDL is responsible for service delivery excellence, enablement and constant improvement. Ensuring appropriate service incident & problem management.
As the Service Delivery Lead you will define the framework of delivery for Digital Supply Chain in collaboration with the Global Delivery Lead. You will work in close alignment and collaborate with relevant stakeholders such as: Global and Regional Service Delivery Centers, Service Operations, Service Business Administration, Customers, Innovation & Technology and Subject Leads.
The goal is to leverage our scalable dynamic resource model (DRM) to create a standard model for delivery of your services whilst maintaining capabilities and capacity of teams. To be successful you will have expert knowledge in service delivery, onshore, near-shore and offshore operating models and blended execution models, along with a process focused mindset.
With your experience you will provide input into local and global vision and strategy for SoftwareONE.
Delivery focus! Create, enable, measure, improve with the core mindset of customer excellence.
Target is to have a world class delivery engine which is recognized by customers externally and internally! Ownership is key and obtaining positive customer feedback/experience for the services rendered.
Â· You are an industry expert for Digital Supply Chain / outsourced Procurement and therefore driving the excellence in delivery with the countries
Â· You will build the framework to deliver consistently across the Dynamic Resource Model
Â· You will define standard operating procedure (SOP), governance process, skills & career path development, management and performance measurement (KPI & reporting) are all focus areas.
Â· You will engage with the country delivery teams to enable their success, you will hear feedback for opportunities to improve and you will prioritise these improvements for the benefit of all countries.
Â· You will build runbooks, guidelines, best practices, training curriculums (online or on-site) and what is necessary to enable and improve constantly the delivery within the Dynamic Resource Model
Â· You will establish and drive global collaboration for your service fostering a community of sharing
Â· You will support in customer activities (sales & delivery) including measuring the health/experience in order to implement the learnings
Â· You will be measuring constantly the skillset against the service definition and capacity of the DRM against the pipeline in order to create plans for build-up (newly launched service, land) and build-out (expand).
Â· Anticipate gaps and therefore establish or improve capabilities
Â· Frequently produces lessons learnt and root cause analysis for constant improvement
Â· Ability to lead engagement with efficient use of resources
Â· Automate delivery steps / processes together with Innovation & Technology (if it is part of the big picture) or directly in delivery itself
What we need to see from you
Â· Ability to effectively lead people including when no direct reporting line exists
Â· Effective coordination & collaboration amongst teams as well as in projects
Â· Efficient use of resources while showing a role model attitude of â getting things done also myselfâ
Â· Able to learn quickly, and keep pace with rapid changes in the Digital Supply Chain space, including the introduction and deployment of platforms and tools.
Â· Lead & Contribute knowledge sharing within a community (e.g. team, practice, or project).
Â· Possess working knowledge of general principles of IT Industry Standards (ITIL, Six Sigma)
Â· Advanced Project Management experience
Â· Advanced Consulting skills
Â· Customer business process analysis and understanding
Â· Advanced business writing skills for customer deliverables
Â· Customer solution presentation for complex solution designs (Ability to articulate the business value on complex solutions)
Â· Identify and allocation of correct skill requirements and effectively work cross verticals and stakeholders
Â· Interview skills for recruitment
Â· Frequently produces content for the service community internally and externally (community, blogs, whitepapers, ...)
Â· Re-uses existing Knowledge Management to accelerate solutions delivery
Â· Obtain and maintain vendor certifications
Â· Experience and desire to work in a technology consulting environment that requires regular travel
Â· Industry certification focused on specialist Solution areas such as ITSM workflows/integrations, process optimization, change management and more.
Â· In-depth experience with technologies such as Jira, Teams, Microsoft Office
Â· Experience in Project Management Tools such as MS Project or Excel driven project management templates
Relevant Experience and more
Â· Demonstrated across a number of companies and industries relevant experience in the field of Digital Supply Chain / Digitized Procurement (Delivery and / or Pre-Sales)
Â· Demonstrated across a number of companies and industries in leading directly or indirectly small (10+) to mid-size teams and operating in a complex matrix organisation
Â· Up to 50% traveling
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