.Job Function: SW&C Marketplace Delivery The role:We are thrilled to announce an opportunity to join our team as:Software & Cloud Operations Leader**SoftwareOne**Scope: Full-time | Software & Cloud Marketplace Delivery | Location: MX city**The Shared Services team is a key services delivery team sitting within the Global Software and Cloud department.**This job sits within the Software and Cloud Delivery team servicing mainly NORAM and LATAM countries.The roleThese are key services provided delivering quality, speed, and an excellent customer experience.**The role includes the following**:- Undertake the day-to-day management of the 150+ person shared services function and a 'one team' ethos to ensure effective delivery in an efficient, timely, and accurate way.- Drive accountability across the team, managing to specific KPIs of Speed, Quality, Tech Adoption, CSAT and Profit in support of NORAM and LATAM business units.- Perform root cause analysis on errors and make systemic changes in order to gradually improve the customer experience.- This person is responsible for the overall Delivery, strict adherence to SLA, and world-class customer service and people management.**Roles & Responsibilities**:- Complete Ownership & accountability of deliverables for the aligned regions/ service.- Service Execution and service quality to be improved through six sigma processes, defect identification and root-cause analysis.- In charge of monthly/ quarterly service metrics including C-SAT / QA scores / SLA/ KPIs.- Ultimate responsibility for improving service Utilization and planning transition activities as per business requirements.- Lead for Headcount analysis/ utilization of the aligned vertical / Business unit.- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.- Lead by example in service delivery that continuously surpasses customer expectations.- Leverage internal relationships to enhance business performance and customer experiences.- Drive change initiatives as required to improve efficiencies and execute on business commitments.- Responsible for the Operations lead of a team and the delivery of the overall operational metrics & sales targets.- To proactively maintain regular engagement with key client contacts in line with client expectations.- Ensuring all operations are carried on in an appropriate, cost-effective way.- Improving operational management systems, processes, and best practices.- Helping the organization's processes remain legally compliant.- Formulate strategic and operational objectives.- Manage budgets and forecasts.- Perform quality controls and monitor production KPIs.- To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams