Microsoft CSP Support & Bundles Service Design Lead

Join the team as Global Service Design Lead - CSP Support & Bundles and spearhead the development and execution of top-tier services within the organization. Your role will be pivotal in crafting services from inception to delivery, ensuring they align seamlessly with our business objectives. You’ll be at the heart of our SoftwareOne Microsoft Center of Excellence, focusing on Support and Managed Services among others.

Your expertise will guide the service lifecycle, collaborating closely with the Product Manager and key stakeholders to design and refine service delivery. Your insights will drive continuous improvement, leveraging feedback and metrics to enhance service quality. We value your ability to independently lead projects, mentor team members, and contribute to our service delivery framework.

Service Delivery Model Design

• Design and implement a best-in-class, cost-efficient service delivery model at both group and regional levels, aligned with on-the-ground experiences and improvement suggestions, driving innovation through automation and best practices, and contributing to the enhancement of Microsoft and SoftwareOne’s Design and Delivery framework.

Service Delivery Model Efficiency Improvements: 

• Review delivery efficiency and costs versus contribution margins, and seek opportunities to automate or re-balance in collaboration with the Product Manager. Drive continuous improvement cycles using feedback from delivery resources and customers. Own and update capability guidelines, best practices, and training curriculums, while collaborating with other departments to implement beneficial artifacts and customize managed services according to their needs and solutions.