Digital Workplace Lead

Job description

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

• Are you motivated to lead service excellence, support customers in achieving their goals, and build trusted relationships while driving continuous improvement? 
• Do you thrive on delivering results, building strong customer relationships, and learning while collaborating effectively with diverse stakeholders? 
• Are you keen to be part of a global IT company that strives to build a diverse and inclusive culture of equal opportunities? 

Location: Prague, Czech Republic | Work arrangement: Hybrid | Contract type: Full-time | Language requirements: Fluent/professional Czech & English, written and verbal; 

The MS 365 Delivery Team Lead oversees the day-to-day operational activities of the assigned team and personally delivers on customer engagements.  The role supervises the delivery resources and provides direction towards successfully meeting delivery expectations (scope, timeframe, budget, quality and customer experience). The MS 365 Delivery Team Lead supports the resolution of escalations, drives continuous improvement and coaches team members with focus on securing superb employee experience.

ROLE IN SERVICE DELIVERY 
- Delivers on services engagements and manages the remote delivery resources in terms of tasks’ allocations and workload distribution.
- Facilitates the landing of hybrid delivery motions where relevant (when delivery teams consist of people from multiple Local and Remote delivery orgs)
- Secures superb customer experience (for external and internal customers)
- Supports and personally leads the resolution of service delivery escalations.

PEOPLE
- Supports the hiring and retention of talented team members in alignment with the dynamically evolving business needs.
- Contributes towards the performance management motions for team members and engages in regular bi-directional feedback sessions.
- Engages the team in continuous improvement initiatives.
- Mentors the team members and assists them with their onboarding / professional development (incl. up-skilling and re-skilling)
- Supports the motion of creation and execution on Personal Development Planning
- Identifies gaps in capabilities (both tech and soft skills) and acts accordingly, supported by the Customer Service Delivery Lead
- Acts as an active participant of our change management process; manage team’s collection of feedback about possible improvements, challenges, and based on feedback from Lessons Learned
- Monitor the performance of team members by following the company approved framework.
- Encourages communication and effective collaboration, facilitate discussions and conflict resolution.

SKILLS REQUIRED
- Service delivery expert with passion for leading people, driving high performance, and solving problems.
- Being able to work effectively with people having diverse skillsets and experience levels, passionate about helping people grow.
- Skilled at stakeholder management as well as structuring and coordinating tasks of self and team
Passionate about high customer satisfaction results and great team spirit
- Good storytelling / communication, collaboration, and coaching skills (to be applied both internally & externally)
- Demonstrated ability to mentor people and successfully onboard new hires.

ТECHNICAL SKILLS
- Deep domain (Microsoft 365) expertise with the specific service line (incl hand-on in delivery) 
- Demonstrated ability to coordinate, communicate and manage tasks to a tight schedule
- Demonstrates understanding of risk factors associated with services delivery 
- Ability to mitigate risks in consistent and pro-active manner
- Relevant (for the Service Line) industry recognized certifications
- Passion about technology

RELEVANT EXPERTISE
- 7+ years of experience in the services industry (incl hands-on delivery)
- Proven track record of leading small delivery teams, attracting and retaining tech talent.
- Managing various stakeholders in complex environments (both internally within the company and externally within customers)
- Ability to work efficiently with minimal direction / supervision.
- Experience in dealing with customers and escalations.
- Experience with project management of technical solutions implementation and maintenance
- Bachelor’s degree in computer science or other relevant tech field of study
- Excellent written and verbal communication in English

WHY SHOULD YOU JOIN OUR TEAM?
- Build a career within an innovative and fast-growing company with unique corporate culture.
- We trust you - our working hours are flexible, and you can work from home as much as you see feasible
- The global scale allows you to work on projects across many countries in EMEA
- A pool of training and development opportunities, including certifications for Azure and AWS
- With our Employee Stock Purchase Program, you benefit from the company's success.