Regional Services Leader (gn) - DACH

The Regional Services Leader (gn) for DACH is running the overall delivery function. Ensuring a speedy and high-quality service to our customers with a strict adherence to any SLA, outstanding customer service, people management, by leading and motivating the entire services workforce. This includes planning, monitoring, developing, coordinating of the entire delivery function, and is carrying out systems, policies, procedures, and efficiency standards.

In this role you will be directly reporting to the Regional President DACH and you will work closely will all regional leader and the global services org. 

Responsibilities

Leadership:

• Lead, enable, guide/ mentor local and remote direct reporting employees and delivery leaders aligned to the regions and services. 
• Increase leadership team's efficiency by training, mentor, counselling, and focusing senior leadership team; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results.
• Promote a safe working environment and ensure compliance with applicable policies and procedures.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; benchmarking pioneering practices.

Service delivery ownership and portfolio:

• Ownership & accountability of delivery outcomes for the aligned regions/services. Service Execution and service quality to be constantly improved and automated. 
• Overall Lead for SLA performance & other performance indicators/metrics including monthly/quarterly service metrics like C-SAT / QA scores /SLA /KPIs.
• Establish plans, budgets, and results measurements; allocate resources; review progress; make mid-course corrections, coordinate actions with support functions P&C and Finance.
• Implement departmental policies, goals, objectives, and procedures making sure organization standards, develop strategic plans by studying opportunities; presenting assumptions; recommending objectives.
• Ultimate responsibility of improving for adoption, utilization and planning transition activities as per business requirements.
• Inspire change initiatives as the need arises to improve efficiencies and complete business commitments.
• Ensure cross-regional and global alignment to ensure consistency of company goals.

Market focus and costumer relationship:

• Develop strong customer relationships and serve as the interface between Sales and Delivery.
• Improve customer experience including recurrent scheduled meeting and quarterly reviews.
• Builds positive image by collaborating with customers, partners and employees, ensuring ethical business practices.
• Leverage internal relationships to enhance business performance and customer experiences.