Lead Specialist Service Delivery & Success

SoftwareOne is a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. With an IP and technology-driven services portfolio, it enables companies to holistically develop and implement their commercial, technology and digital transformation strategies. This is achieved by modernizing applications and migrating critical workloads to public clouds, while simultaneously managing and optimizing the related software and cloud assets and licenses. SoftwareOne’s offerings are connected by PyraCloud, its proprietary digital platform, which provides customers with data-driven, actionable intelligence. With around 9,250 employees and sales and service delivery capabilities in 60 countries, SoftwareOne provides around 65,000 business customers with software and cloud solutions from over 7,500 publishers. SoftwareOne’s shares (SWON) are listed on SIX Swiss Exchange.

Role Overview

If NPS and CSAT are good examples for toolset you have been successfully using, you’re more than familiar with Six Sigma or any other quality standard and you also have initial experience in leading a team or projects the Senior Expert in our team may fit for you.

The Senior Expert is connecting the dots between Customer Experience and Quality Management based on different tools, quality audits and other data. The outcome are action points based on root cause analysis, ideally based on multiple indicators. Purpose for these analyses is keeping the foundation of committed and growing the same.

Out of your career experience you should be able to differentiate between software license, subscriptions and (managed) services.

Roles And Responsibilities

Continuous Monitoring and improvement

• Assists launch and implementation of new tools or functions, e. g. customer surveys, and operate them on daily basis
• Monitor outcome of tools and build advanced reports to show root causes and dependencies
• Identify mentors to get new implementations faster into operations and gathers feedback from the mentors
• Acts as mediator with key collaborators, and SW&C Team leaders for process improvement initiatives

• Confident handling of MS office for everyday activities, incl. PowerBI and SharePoint
• Solid Understanding in Six Sigma or any other quality standard
• Ability to work in a fast-paced team environment and within a heavy workload environment.
• Must be both: a team player and able to work with and through others.
• Proven Business communication skills via email and verbally.
• Supports defined mentors/team leads with their queries. Displays role model behaviours, seen as quality expert for the defined specific area
• Demonstrates critical thinking to be able to identify risks, challenge assumptions associated with meeting timelines.
• Highly motivated and quality-driven. Committed to applying best practices in everyday work and to work on multiple tasks simultaneously, while completing work within allocated time frames as a expert within the team.
• Advanced analytical skills for data collection & analysis. Ability to research multiple sources to find data.
• Works with consulting and customer driven mindset to achieve expected outcomes for complex situations.

• Bachelor’s Degree or equivalent experience in any field from a four year college or university.
• 5+ years in a quality function in software/cloud industry and ideally 2+ years with SoftwareOne.
• Proven record of crafting and analysing data of CX- and or QM-tools
• Certification in an industry quality standard, e. g. Six Sigma Black Belt
• Excellent English written & verbal Skills