Job Specific 

Accountabilities 

As the Global Service Success Management (SSM) leader for Services, you will be required to design and implement a global frame work to govern all SSM outcomes at a global and local level. You will need to plan, direct, coordinate, and oversee operations activities for Service Success Management, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization aligned to SoftwareONE Solutions and Services. 

Leadership 

• Ensure that the Global Service Success Managers drives customer success and service adoption, that results in customer retention, upsell/cross sell opportunities and new leads. 


• Maintain and manage a clear understanding of SoftwareONE Solution and Services, to support direct reports advising their customers and in managing service adoption. 


• Support the development of Services Operations Strategy to meet company goals by supplying expertise and guidance on Service Success Management functions. 


• Accountable for the execution of the global services strategy and for providing direction to direct reports to ensure alignment with global services and local service delivery organizations in line with the global strategy. 


• Provide input and support in the development of cost an headcount budget during budget cycle and effectively manage agreed cost and headcount to budget. 


• Management and approval of recruitment, dismissal and development activities of direct and indirect reports as per compony HR policies. 


• Managing all the activities associated with our Global Service Success Management functions within the global service delivery centers, and providing support and guidance to local organization Service Success Management functions.  

Operational 

• Implements, and communicates the strategic direction of the Services Operations organization across the Service Success Management team including both the Global Service Delivery Centers and the local organizations. 


• Collaborates with Services Line and Service Operations Leadership as well as local business owners to support our service delivery goals and objectives.  


• Identifies, recommends, and implements new standardized processes, procedures and technologies, across all SSM to ensure consistent way of work in delivery of services 


• Establishes, communicates, and implements operations-related policies, practices, standards ensure effective and consistent support and execution. 


• Provides timely and accurate key performance indicator reports in support of SSM activities across the teams 


• Monitors, maintains, and continuously improves processes and procedures to SSM activities 


• Monitors and manages customer satisfaction (Customer Experience), service adoption and the implementation of Service Improvement Plans (SIP’s) in SSM where required. 


• Maintains knowledge of emerging technologies and trends in to proactively advise customers on latest technology trends. 


• Performs other related duties as assigned. 

Additional Skills Requirement 

• Demonstrate a customer centric approach to support customers service adoption 


• An energetic leader with the professional background and experience with managing people and performance metrics that drive accountability across global locations 


• Strong organizational and leadership skills with the ability to make decisions in a rapidly changing, and competitive environment 


• Confident individual that’s highly motivated and results oriented 


• Proven track record of many years of experience in Service Success Management 


• Ability to converse with senior customer stakeholders 


• Desire to work in fast-paced, challenging environment 


• Excellent communications skills with the ability to manage challenging conversations in a professional manner 


• Listening to customers, probing for business process pains and opportunities, to provide advice and drive adoption of services 


• Methodical approach 


• Good presentation skills 


• Active listener and effective communicator 


• Ability to prioritize and demonstrate relentless discipline in achieving goals 


• Proven ability to influence others 


• Strong ownership, bias for action and willingness to role-up your sleeves 


• ITIL Foundation 3 knowledge or certification is desirable 

Skills  

Skills Requirement  

• Post Graduate degree in Business Administration, Engineering, or other industry-related field required;  


• At least 18-20 years of industry-related experience including five years in upper management required.