Senior Customer Services Delivery Lead

1 week ago

London, Greater London, United Kingdom SoftwareONE Deutschland GmbH Full time

Why SoftwareOne?

SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company's 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at

The role

As a Senior Leader within our Service Success Management and Project Management and Customer Success organization team for the Eas t & West Europ e e and Africa (EWEA) region , you will play a pivotal role in driving strategic initiatives and ensuring the successful delivery of services to our clients. Your leadership will be instrumental in guiding the team towards operational excellence, fostering a culture of collaboration and continuous improvement, and maintaining strong relationships with both internal and external stakeholders.

Additionally, you will partner with the domain-specific as the Senior Customer Service Delivery Lead s to , you will oversee the seamless delivery of services, ensuring optimal Margin As Delivered (MAD) and Customer Net Promoter Score (NPS) within your domain. Charged with driving excellence in service quality, you will strategically blend the local regional and remote delivery layers resources in alignment with the overarching xDC framework. Your keen eye for operational efficiency will guide you in signing off on sales-owned cost models and advocating staffing requirements, achieving a harmonious balance between c ompetitiveness, profitability and value add to customers .

Service Delivery Leadership:

  • Spearhead the end- to -end delivery of service s projects and , orchestrating the collaborative efforts of both local and remote delivery resources. customer success motions
  • Assume full ownership , in partnership with the domain-specific Leads, of service delivery outcomes, ensuring adherence to margin targets and elevating customer satisfaction levels.
  • Champion staffing strategies in collaboration with resource management, meticulously curating the optimal local -remote delivery mix.
  • Act as the custodian of managed services and professional services delivery throughout the contract lifecycle , fostering a culture of operational excellence.

Strategic Engagement:

  • Lead o pportunity a ssessments and d eal r eviews, meticulously evaluating delivery risks to maximi s e profitability without compromising service quality or customer satisfaction.
  • P rimary escalation point p oints for service delivery issues, orchestrating swift and effective resolutions to uphold client commitments.
  • Provide thought leadership on critical initiatives like implementaiton of new internal systems and processes , along with th e creation / adaptation of company-wide frameworks like the one for Customer Success .
  • Play a pivotal role in pre-sales engagements, collaborating closely with s ales to align service delivery strategies , with customer expectations.

People Leadership:

  • Provide visionary leadership to the Project Management and Customer Success teams Customer Service Delivery team across the region, fostering a culture of excellence and continuous growth.
  • Drive talent acquisition and retention initiatives in alignment with evolving business needs, collaborating closely with People & Culture (P&C) and Talent Acquisition (TA).
  • Mentor and coach team members, facilitating their professional development and upskilling initiatives to nurture a high-performing workforce.

Organi s ational Leadership:

  • Exemplify the core values of SWO Culture, serving as a role model for team members and internal/external stakeholders alike.
  • Foster a culture of collaboration and knowledge-sharing, leveraging best practices and insights to enhance customer satisfaction and organizational performance.
  • Actively cultivate relationships with key technical stakeholders and industry partners to stay abreast of emerging trends and opportunities.
What we need to see from you
  • Seasoned leader with a proven track record of driving service excellence, across EMEA or within large / complex regions / teams, in complex, dynamic environments.
  • Proficient in stakeholder management and team coordination, with a passion for fostering diverse talent and driving high customer satisfaction.
  • Extensive experience in service industry management, project delivery, and stakeholder engagement, preferably within the context of complex customer environments.
  • Proven track record of successfully delivering complex projects on time, within budget, and to client satisfaction.
  • Strong leadership and communication skills, with the ability to influence and inspire teams, clients, and stakeholders at all levels.
  • Deep understanding of project management methodologies (e.g., Agile, Waterfall) and best practices, with relevant certifications (e.g., PMP, CSM) preferred.
  • Strategic mindset with a focus on driving business outcomes, maximizing customer value, and fostering long-term relationships.

KPI's / OKR's

  • Margin as Delivered (80% weighting)
  • Margin as Sold (20% weighting)
  • Incremental revenue growth
  • On-time delivery metrics
  • Feedback on solution improvement initiatives (Solution Increment)
  • Participation in strategic deals and executive sponsorship of key customers (top 5)
  • Employee engagement and attrationattrition/retention of talent
  • Completion of Learning Path milestones and capabilities development initiatives

#LI-CD1

Job Function Sales
Accommodations

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 .

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.

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