Team Lead Operations

Softwareone; Xico; Presencial; MXN 500,000 - 700,000; Jornada completa

Descripción de la vacante

A global technology solutions provider is seeking a Team Leader to oversee service execution and team performance. This role involves mentoring team members, managing service quality, and working closely with the HR department to ensure growth and retention. The ideal candidate has 4-6 years of experience in a service-oriented environment and possesses strong problem-solving and networking skills. Join us to foster a supportive work culture and drive exceptional customer satisfaction.

Servicios

Employee recognition programs

Training and development opportunities

Work-life balance

Employee Referral Bonus Program

Formación

• 4-6 years in a service-oriented environment, 2 years at SoftwareOne or equivalent.
• Experience in managing skilled resources for service delivery.
• Excellent analytical, organizational, and project management skills.

Responsabilidades

• Oversee service execution, meeting SLAs and KPIs.
• Provide guidance and mentorship to team members.
• Monitor performance of services and report to management.

Conocimientos

Service execution

Problem-solving

Team motivation

Project management

Analytical skills

Networking

Communication

Educación

MBA or equivalent

Herramientas

Navision

Descripción del empleo

Job Function

SW&C Marketplace Delivery

Job Title

Team Leader

Scope

Full-time | Software & Cloud Marketplace Delivery | Location: MX city

Job Overview

A Team Lead is a key role responsible for overseeing a group of individuals within an organization. They provide guidance, support, and mentorship to team members, ensuring goals are met and fostering a productive work environment. Team Leads play a crucial role in driving team performance and contributing to the organization’s success.

Key Responsibilities

• Service Execution ensures the team meets agreed SLAs and KPIs without interruption.
• Handles escalations from subsidiaries promptly, documenting solutions for service improvement.
• Team leader spends at least 50% of their time on service execution.
• Service Quality: constantly monitors the performance of all assigned services, and creates meaningful reports for the Director, Senior TL and the subsidiary.
• People Recruitment plans organization to ensure uninterrupted service according to SSPs. Requests new headcounts for growth and attrition, collaborating closely with HR Department per SLAs.
• People Development sets quarterly SMART goals for team members, reviews monthly performance, identifies areas for improvement, and monitors progress against the GSDC C3 Certification Program.
• People Retention monitors team members’ behavior per GSDC Employee Handbook and internal policies, identifies high performers, promotes them as role models, and supports others in skill improvement.

What we need to see from you

• At least 4‑6 years of experience in a service‑oriented environment with a minimum of 2 years at SoftwareOne or equivalent track record.
• Experience in managing highly skilled resources and leveraging those resources to drive service delivery.
• Detailed understanding of S2P end‑to‑end process.
• Excellent Navision understanding.
• Outstanding ability to think creatively and identify and resolve problems.
• Excellent analytical, organizational, project management, and time‑management skills.
• Motivate & inspire team members.
• Maintain healthy group dynamics.
• Guide the team based on management direction.
• Ability to professionally interact with people of diverse cultures and regions.
• Ability to juggle multiple projects simultaneously.
• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
• Recognize & celebrate team & individual accomplishments & exceptional performance.
• Strong networking abilities.
• Deal with ambiguity, interact with a cross section of people, and effectively influence others without direct authority.

Desired Qualifications

• MBA or equivalent certificate in a business‑related topic.

Soft Skills

• Solid problem‑solving, consultative, and research skills as well as negotiation skills with a high sense of urgency.
• Strong assertive communication.
• Demonstrated self‑confidence and self‑reliance in conducting demonstrations, training, and experience working in Business‑to‑Business situations.
• Strong presentation, organization, multitasking, and time‑management skills.
• Ability to work independently, as well as collaborate with a team.

Why you should join our team?

• A unique culture with lived corporate values for an appreciative and supportive working atmosphere.
• Employee recognition programs.
• A variety of training and development opportunities.
• A work‑life balance.
• Employee Referral Bonus Program.
• Multicultural team interaction.
• Giving back to society; employee initiatives.
• ONE TREE PLANTED – one tree for each hiring globally.
• Corporate events / team buildings.
• Latest technologies for our customers and colleagues.
• and more!

Disclaimer / Please note the following

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression or any other characteristic protected by local laws.

Why SoftwareOne?

Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you.

SoftwareOne employees are energized, agile and are laser focused on delivering world‑class Customer Satisfaction and results.

Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction.