Operations Team Lead

hace 7 días

Xico, México Softwareone A tiempo completo
Job Summary

We are seeking an experienced Operations Team Lead to join our Software & Cloud Marketplace team at SoftwareOne. As a key member of our team, you will be responsible for overseeing the delivery of high-quality services to our customers.

Key Responsibilities
  • Service Execution: Ensure that our team meets agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) without interruption. Handle escalations from subsidiaries promptly and document solutions for service improvement.
  • Service Quality: Continuously monitor the performance of all assigned services and create meaningful reports for senior management and the subsidiary.
  • People Recruitment: Plan and organize the team to ensure uninterrupted service according to Service Strategy Plans (SSPs). Request new headcounts for growth and attrition, collaborating closely with the HR Department.
  • People Development: Set quarterly SMART goals for team members, review monthly performance, identify areas for improvement, and monitor progress against the GSDC C3 Certification Program.
  • People Retention: Monitor team members' behavior per GSDC Employee Handbook and internal policies. Identify high performers, promote them as role models, and support others in skill improvement.
Requirements
  • At least 4-6 years of experience in a service-oriented environment with a minimum of 2 years of experience at SoftwareOne or equivalent track record.
  • Experience in managing highly skilled resources and leveraging those resources to drive service delivery.
  • Detailed understanding of S2P end-to-end process.
  • Excellent Navision understanding.
  • Outstanding ability to think creatively and identify and resolve problems.
  • Excellent analytical, organizational, project management, and time management skills.
  • Motivate and inspire team members.
  • Maintain healthy group dynamics.
  • Guide the team based on management direction.
  • Ability to professionally interact with people of diverse cultures and regions.
  • Ability to juggle multiple projects simultaneously.
  • Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
  • Recognize and celebrate team and individual accomplishments and exceptional performance.
  • Strong networking abilities.
  • Be able to deal with ambiguity, be able to interact with a cross-section of people, and effectively influence others without direct authority.
Desired Qualifications
  • MBA or Equivalent certificate in business-related topic.
Soft Skills
  • Solid problem-solving, consultative, and research skills as well as negotiation skills with a high sense of urgency.
  • Individual should be very organized, systematic, and have outstanding time management skills to work effectively.
  • Strong Assertive communication.
  • Demonstrated self-confidence and self-reliance in conducting demonstrations, training, and experience working in Business-to-Business situations.
  • Strong presentation, organization, multitasking, and time management skills.
  • Ability to work independently, as well as collaborate with a team.

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