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.