CSW 1.0 Operations and Support Owner

About this opportunity

We're hiring a CSW 1.0 Operations and Support Owner (OpS Owner) to secure excellent handling of our customer related activities, including Deployment and Production (Operations and Support), for Cognitive Software 1.0 and SW services business.

You will report to the Head of CSE CSW 1.0 & SON, being part of CSW1.0&SON leadership team ensuring high customer satisfaction through outstanding quality of service of our applications.

This role is critical to provide guidance in the interaction with the MAs / CUs, securing the proper communication flow both with our customers and with the design organization. Key is to build strong relationships with all our stakeholders.

As OpS Owner you will secure collaboration and governance with customers, escalation handling. You are expected to be proactive and anticipate potential conflicts and react quickly when required. Communication and expectation handling are key in this role.

What you will do:

• Assume primary responsibilities for customer engagement, serving as the main interface with Market Areas (MAs) and Customer Units (CUs) globally an lead the governance towards Mas/CUs.
• Oversee the Operation and Support team strategy and execution, ensuring alignment with business objectives and customer needs.

• Analyze customer feedback and trends to anticipate potential conflicts and mitigate risks.
• Collaborate with cross-functional teams to develop strategies that enhance customer satisfaction.
• Manage escalations and exceptions, liaising with customer representatives to ensure proper follow-up actions and priority settings.
• Communicate clearly and transparently with customers, setting realistic expectations regarding service delivery.
• Ensure delivery of all KPIs for operational performance and set strategic goals for operational effectiveness.
• Empower the organization to make quick, informed decisions to resolve customer issues effectively.
• Leverage technology and communication tools to facilitate timely problem-solving.
• Overall tracking and coordination together with the Line Managers for OpS activities involving presales, deployment and production.
• Manage risk and mitigations
• Collaborate with cross-functional teams to ensure smooth operations & support as well as improve software offerings.
• Identify, collaborate and implement cost-saving measures and process improvements to optimize resource allocation and financial performance.
• Cultivate strong, trust-based relationships with MA/CU/customers to secure loyalty and long-term partnership
• Actively contribute on the stability on quality, customer satisfaction and financial health of the entire CSW 1.0 product portfolio.

You will bring:

• Leadership experience with multicultural and multidisciplinary teams, in local and remote environments
• Good understanding of Agile and DevOps methodologies
• Bachelor's degree in computer science, engineering, or a related field
• Excellent leadership and people management skills
• Excellent communications skills, verbal and in written English
• Experience from driving transformation
• Proven track record of delivering high-quality customer services and operations with proven SLAs fulfillment
• Demonstrated experience managing resources and budgets for a services delivery unit or similar function.
• Ability to work under pressure, manage multiple complex projects simultaneously, and drive results.
• Strong mentoring and team-building skills.