Regional Services Leader – DACH (m/f/d)

As Regional Services Leader (gn) for the DACH region, you guide the entire delivery function. In this role, you ensure that our customers receive fast and high-quality service and all agreed SLAs are strictly adhered to. You are responsible for excellent customer service and effective people management by running and motivating the entire service team. Your tasks include planning, monitoring, development and coordination of delivery activities and the introduction and implementation of systems, policies, processes and efficiency standards.

In this function, you will report to the Regional President DACH and work closely with other regional and global leaders.

responsibilities:

Staff management:

You lead, empower and accompany your direct local and remote employees as well as the regional and services-oriented delivery leaders:inside – as a coach, savings partner:in and mentor:into eye level. You increase the efficiency of the leadership team by training, advising and supporting it. You use values, strategies and goals, understand responsibilities and help you plan, monitor and evaluate the results for sustainable success. You create and promote a safe working environment and ensure that all relevant policies, standards and processes are complied with. At the same time, you keep your technical and technical know-how up-to-date – through further training, the exchange with experts, specialist publications and the comparison of best practices in the market.

Ownership Service Delivery and Portfolio:

You are responsible for the results of service delivery in your region and actively promote the continuous improvement of quality, efficiency and automation. You assume the overall responsibility for relevant performance indicators – including monthly and quarterly service metrics such as C‐SAT, QA ratings, SLAs and KPIs. You develop resilient plans, budgets and success measurements, control the efficient use of resources, regularly review progress, and initiate targeted corrective measures if necessary. You work closely with People & Culture and Finance. You implement department policies, target and process consistently and ensure compliance with organisational standards. At the same time, you develop strategic plans, identify new opportunities, meet sound assumptions and recommend clear goals. You are responsible for the continuous improvement of Transition activities and ensure that takeover, use and planning are optimally geared to business requirements. You initiate and tax change if necessary to increase efficiency and meet business commitments. In doing so, you seek a close regional and global vote and make sure that corporate goals are implemented consistently.

Market focus and customer relations:

You build strong, trusted customer relationships and act as a central interface between sales, presales and delivery to ensure smooth cooperation and sustainable business success. You actively shape the customer experience through regular voting dates, structured customer meetings and meaningful quarterly business reviews. You will strengthen the company's positive image by working closely with customers, partners and internal employees, while respecting ethical and responsible business practices at any time. In addition, you use internal networks and relationships in a targeted way to further improve corporate performance and continuously optimize customer experience.

You are a persuasive leader with a strong people orientation, which is motivated, inspired, and at the same time consistently action-oriented. The development of people is at your heart – you promote potentials, individual strengths and work with employees and executives of various backgrounds. You bring excellent leadership and communication skills and understand how to effectively manage resources and empower and develop teams. You have well-founded experience in leading larger organizational units and are familiar with talent management and succession concepts. Your professional background in the IT service environment and your experience in managing executives allow you to safely control complex structures. You are a technology-affinated and routined in handling modern tools for employee control, productivity and quality optimization. You’re questioning existing ones, driving changes actively and boosting continuous process improvements. With your strong business confession and your sense of customer needs, you build sustainable relationships and understand the factors that influence customer decisions. You convince with strong presentation and communication skills and can convey complex content clearly and safely. Intercultural competence and joy in cooperation in international teams are just as important as your ability to move you safely in global matrix structures.

Our employees are our most important capital – so we create an environment where you can feel comfortable and grow: varied tasks with design and development space in an internationally connected environment Flexible work with the possibility of home office Time for new perspectives: option on Sabbatical or Workation Living diversity: Active promotion of equal opportunities through our DEIB strategy and the Women‐in‐Tech initiative Engagement with meaning: An additional free day for the Harmony Day to make socially positive Structured entry: A personal onboarding Buddha accompanies you from the first day Individual development: Tailored learning and development opportunities at SoftwareOne

All country-specific benefits can be found here: Benefits Germany Benefits Switzerland Benefits Austria