Service Delivery Lead

Job Function: Cloud & Software Services Why SoftwareONE?:
For over 30 years SoftwareONE has been the foundation for organizations around the world for their technology solutions. With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from all our current employees and look for in our future colleagues. The global nature of our organization allows us to adapt and commit to these values unique to the culture and business needs of each location.

The role:
The Service Delivery Lead (SDL) - Application Services (Ciberseguridad) - is focused on all delivery aspects of our global portfolio for Application Services.

The SDL is responsible for service delivery excellence, enablement and constant improvement. Ensuring an excellence service delivery & customer management.

As the Service Delivery Lead you will define the framework of delivery for Application services. 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 mind 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.

**Core Accountabilities**:

- You are an industry expert for Cibersecurity services and therefore driving the excellence in delivery with the countries.
- You will build the framework to deliver consistently across the Dynamic Resource Model and the Sales to Deliver (S2D) process.
- You will define standard operating procedures (SOP) locally and ensure that global standards are applied. Governance process, skills & career path development, management, and performance measurement (KPI & reporting) are all focus areas.
- 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.
- 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.
- You will establish and drive global collaboration for your service fostering a community of sharing.
- You will support in customer activities (sales & delivery) including measuring customer satisfaction and acting on negative feedbacks to implement the learnings and improvements required.
- 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).
- Anticipate gaps and therefore establish or improve capabilities.
- Frequently produces lessons learnt and root cause analysis for constant improvement.
- Ability to lead engagement with efficient use of resources.
- 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:

- Ability to effectively lead people including when no direct reporting line exists.
- Effective coordination & collaboration amongst teams as well as in projects.
- Efficient use of resources while showing a role model attitude of “getting things done also myself”.
- Able to learn quickly, and keep pace with rapid changes in the Application Servicesspace, including the introduction and deployment of new services and platforms.
- Lead & Contribute knowledge sharing within a community (e.g. team, practice, or project).
- Possess working knowledge of general principles of IT Industry Standards (Agile, PMI, ITIL, Design Thinking, other standards).
**Technical Skills**:

- Industry certification focused on specialist Solution area Cybersecurity
- In-depth experience with cybersecurity technologies proven with respective certifications.
- Experience in Project Management Tools such as MS Project or Excel driven project management templates.
- Experience and knowledge in agile delivery models from the technical and execution perspective.
- Experience in knowledge management models to guarantee the technical skills availability required to deliver our SWO