Senior Manager – Global Software Services Central Operations

6 days ago

bangalore, India Computacenter Full time

Position Overview / Scope


  • The Software Modernization transformation programmed creates a new Software Services Central Operations function. This function will play a key role in driving VAR related value added services support across the different services offered from the Software Services organization.
  • The Software Services function consists of in-country operations team to deliver services with customer proximity, supported by the Software Services Central Operations from near and off shore locations.
  • The Senior Manager – Global Software Services Central Operations is responsible for the management and performance of the Software Services Central Operations division in across the different operating countries. Through oversight they will instill high team motivation and followership that translates into a highly effective and agile process focused team that execute on a ‘right first-time basis’.
  • Group business leadership responsibility for a designated area as Software Services build out more services to come. As an example, the role may have leadership responsibility for a specific service that is purely delivered out of the Central Operations (e.g. EULA Check Service).


Key Accountabilities and Responsibilities


  • Accountable for the consistent delivery of operations across all delivery countries.
  • Responsible for operational strategies, budgets, internal relationship management
  • Accountable for executing on all service standards metrics ensuring all service standards are monitored and inappropriate levels are addressed appropriately.
  • Accountable for managing and expanding the employee training and development framework for consistent employee development/progression in capability.
  • Functions as the decision maker / resolver on complex issues.
  • Provides leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
  • Serves as a role model for high quality customer service; ensures that the needs and expectations of all customers are consistently met or exceeded.
  • Accountable for translating GTS and Software Services strategies and visions into actionable, measurable, and tactical plans to address continuous improvement across delivery countries.
  • Accountable for identifying and effecting continuous improvement and service delivery excellence opportunities throughout country operations functions by identifying and adopting best practices.
  • Accountable for providing feedback to Global Process Owners for Process / System changes that are required to ensure continuous improvement


Performance Indicators


  • Operations SLA, OLA and KPI performance targets
  • Cost efficient delivery of services
  • Customer satisfaction levels
  • Compliance with policies and procedures
  • Demonstrate winning together values


Skills and Experience


  • Proven track record of leading operational team with similar process scope
  • Effective people management, leadership, and people development skills
  • Strong understanding of end to end sales and purchasing processes and policies
  • Ability to influence peers and all levels of management within the company and with its partners
  • Ability to lead cross functional teams and make timely decisions
  • Ability to work in a culturally and country diverse environment
  • Demonstrates a deep understanding of current and emerging market trends, geographic and cultural needs
  • Understands how key business drivers relate to one other and are impacted by competing course of actions
  • Proven ability to build and develop cross-functional teams that are widely respected for their overall contribution to an organization.
  • Ability to identify and address potential barriers to teamwork
  • Expertise in process improvement techniques
  • Understands the impact that processes have on overall business objectives
  • Able to identify strengths of individual team members and encourages use of those strengths to accomplish team goals
  • Consulted as an expert with in-depth knowledge and experience of process ownership
  • Willingness to travel, if required
  • Good command of spoken and written English.
  • Tools. SAP, Salesforce, MS Office, Intranet, Internet, E-Business Tools

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