An Operations Manager at SoftwareOne acts as the Delivery counterpart to the Account Manager, ensuring a smooth customer experience for strategic accounts . They play a key role in the Elite and DSC delivery model, leading escalations, collaborating with DSC/Sales teams, and handling off-catalogue ISV requests for quotes. Their support in operational tasks allows the sales team to focus on core selling activities, maintaining efficiency and customer happiness.
Main functions and responsibilities:
Client onboarding.?
Developing and implementing the delivery strategy for the customer. Scoping, quoting, and renewal (off-catalogue).
Monitoring E2E delivery process.
Coordinating and supporting a team of Operations Managers (across countries where applicable).
Improve customer happiness by effectively monitoring pending requirements for the assigned account(s) globally and across different teams.
Act as a first point of contact for any customer critical issue and act upon working internally with other teams to provide solutions and eliminate the repetition of problems.
Ensure all SLA in Delivery are met – speed, quality, credit & rebill.
Know your Customer behavior by demonstrating Customer operation knowledge reflected in the feedback provided by the Customer.
What we need from you:
Bachelor´s or equivalent college degree preferred
Microsoft products- licensing knowledge.
Worked on IT business before.
Proficient with Outlook, Word, Excel, and PowerPoint.
English level B2+
Known to work in an operations management role.
Nice to have:
Cloud Service experience.
Microsoft Licensing certifications.
Soft Skills:
Excellent (customer-focused) communication, organization, multitasking, and time management skills.
Display active listening and ask the right questions if in doubt or probe if need clarity.
Proactive and motivated to take initiative.
Organization: Excellent multitasking and time management skills.
Meticulous: Strong attention to detail.
Problem-solving: Proven analytical and consultative skills.
Partnership: Ability to work optimally with teams.
Reliability: Dedicated, responsible, and proactive.
Critical Thinking: Strong decision-making skills and ability to work under pressure.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.