Digital Workplace Lead

• Are you motivated to lead service excellence, support customers in achieving their goals, and build trusted relationships while driving continuous improvement?
• Do you thrive on delivering results, building strong customer relationships, and learning while collaborating effectively with diverse stakeholders?
• Are you keen to be part of a global IT company that strives to build a diverse and inclusive culture of equal opportunities?

Location: Prague, Czech Republic | Work arrangement: Hybrid | Contract type: Full-time | Language requirements: Fluent/professional Czech & English, written and verbal;

The MS 365 Delivery Team Lead oversees the day-to-day operational activities of the assigned team and personally delivers on customer engagements. The role supervises the delivery resources and provides direction towards successfully meeting delivery expectations (scope, timeframe, budget, quality and customer experience). The MS 365 Delivery Team Lead supports the resolution of escalations, drives continuous improvement and coaches team members with focus on securing superb employee experience.

ROLE IN SERVICE DELIVERY
- Delivers on services engagements and manages the remote delivery resources in terms of tasks’ allocations and workload distribution.
- Facilitates the landing of hybrid delivery motions where relevant (when delivery teams consist of people from multiple Local and Remote delivery orgs)
- Secures superb customer experience (for external and internal customers)
- Supports and personally leads the resolution of service delivery escalations.

PEOPLE
- Supports the hiring and retention of talented team members in alignment with the dynamically evolving business needs.
- Contributes towards the performance management motions for team members and engages in regular bi-directional feedback sessions.
- Engages the team in continuous improvement initiatives.
- Mentors the team members and assists them with their onboarding / professional development (incl. up-skilling and re-skilling)
- Supports the motion of creation and execution on Personal Development Planning
- Identifies gaps in capabilities (both tech and soft skills) and acts accordingly, supported by the Customer Service Delivery Lead
- Acts as an active participant of our change management process; manage team’s collection of feedback about possible improvements, challenges, and based on feedback from Lessons Learned
- Monitor the performance of team members by following the company approved framework.
- Encourages communication and effective collaboration, facilitate discussions and conflict resolution.