Director Implementation & Customer Support

Show clear Vision and Purpose and inspire teams and colleagues to organize themselves in an agile way in order to reach targets. The ability also to push (operational) decisions to the floor. Create an environment where teams and colleagues are inspired to embrace change and take ownership.

PEOPLE COACH - you will have the skills and ability to demonstrate that you can:

• Show clear Vision and Purpose and inspire teams and colleagues to organize themselves in an agile way in order to reach targets. The ability also to push (operational) decisions to the floor.
• Create an environment where teams and colleagues are inspired to embrace change and take ownership. The ability to attract and coach individuals that show disruptive thinking, in order to stimulate experimentation and innovation.
• Share leadership responsibilities within the teams and their team leads based on individual’s talents. The ability to coach each colleague in discovering and developing their talent in an environment of continuous learning.

 YOUR ROLE:

Your role will be to lead both the Implementation and Support teams which provide support to the rest of SD Worx in Mauritius. Being a leader to your teams as well as driving effectiveness and continuous improvement and growth. Supporting and leading your teams for further development using and driving digitalisation and global processes.

KEY ACCOUNTABILITIES:

• To lead the implementation & support teams
• To take strategic decisions for the services provided
• Provide support: for SaaS customers and software clients. To engage in discussion with stakeholders on decisions to meet contractual expectations and deliver additional services, if needed
• Budget planning and forecast – take decisions needed to improve numbers
• Responsibility of budgets, EBITA and employees
• Risk management
• Handle escalations for both implementation and support
• Provide standardised approach for support on a global level
• Provide standardised approach and implementation methodologies
• Support and create global solutions with peers and Management
• Communication with all stakeholders (e.g. Directors UK etc. IT/Products, Sales, MS, Project Management, PMO, Finance and HR)
• Provide training and development of the team leads and employees
• Continuous improvement of all processes
• Agile approach to leading and delivering continual improvement to the teams
• Working together with external partners and suppliers