Regional Services Leader (Delivery Management)

TL;DR

Regional Services Leader (Delivery Management): Running the overall delivery function for the DACH region to ensure high-quality service and SLA adherence with an accent on people management and service execution. Focus on optimizing service quality, leading large-scale delivery teams, and enhancing customer experience through strategic alignment.

Location: Must be based in the DACH region (Germany, Switzerland, or Austria). Hybrid work options available.

Company

Global, AI-powered software and cloud solutions provider operating in over 70 countries.

What you will do

• Lead, mentor, and guide local and remote delivery leaders and employees across the DACH region.
• Own delivery outcomes and SLA performance, monitoring KPIs such as C-SAT and QA scores.
• Establish budgets, allocate resources, and develop strategic plans for the delivery function.
• Act as the primary interface between Sales and Delivery to improve overall customer experience.
• Drive change initiatives and automation to improve operational efficiency and meet business commitments.
• Ensure cross-regional and global alignment with company goals.

Requirements

• Extensive experience in the IT services field, specifically leading other leaders.
• Proven track record of managing large teams, including talent management and succession planning.
• Experience with workforce management, agent productivity, and quality management tools.
• Strong business intuition and the ability to manage high-level customer relationships.
• Excellent communication and presentation skills for diverse global audiences.
• Ability to navigate and operate within international matrix structures.

Culture & Benefits

• Flexible working arrangements with the option to work from home.
• Opportunities for sabbaticals or workations to gain new perspectives.
• Strong commitment to diversity, equity, inclusion, and belonging (DEIB).
• Harmony Day: an additional day off for positive social impact.
• Tailored learning and development programs and a personal onboarding buddy.