We are looking for talents…

We are looking for a dynamic, extroverted and talented Cloud Managed Services Leader with excellent verbal, presentation, and written communication skills.You will be responsible for our Cloud Managed Services practice and your mission will be growing, leading, motivating and overseeing the day-to-day management of a team of Cloud Support Engineers –ensuring that the team provides a first-class, (predominantly SLA driven) service to OSB’s customers when dealing with and resolving a variety of managed service enquires.

This is a very customer-focused, hands-on role where the Team Leader will also be expected to support the Sales team during pre-sales activities, handle and resolve customer queries, as well as undertake the day-to-day management aspects that the position requires.

The ideal candidate will be the trusted advisor to the customer for the effective run of the services, at the same time encouraging effective teamwork by seeking input from team members, supporting them (technically and operationally), and fostering continuous improvement by encouraging ideas and recommendations for procedural, operational and system improvements.

What you will do…

The Cloud Managed Services Leader will be part of OSB’s Operational Leadership Team and what we will expect from you is to:

• Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members
• Motivate, coach and develop the team to deliver a first-class Cloud service
• Liaise with customers regarding post-sales requirements, delivery, and gather input for ongoing service reviews
• Ensure all Managed Service provisions are delivered on time and in accordance with OSB’s business customers expectations and that ordering, delivery & support is planned and scheduled accordingly with both internal and external stakeholders
• Set clear objectives, evaluate progress against objectives, and instil performance-oriented culture with focus on accountability
• Contribute to the ongoing development of the Managed Services function by sharing knowledge, experience and expertise with other Practice Leaders
• Recognize opportunities for improvements to procedures by proactively offering ideas and solutions
• Encourage team input into procedures and practices – assisting them in developing their ideas
• Provide an escalation level for problem support, management, resolution and communication as appropriate
• Ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified
• Ensure activity on projects is regularly monitored to ensure milestones are met
• Assist the team where required by actively working on customer issues, handling calls etc…

Your Profile…

• A proven experience in a combined customer service handling / technical support role in a Microsoft-centric environment
• Experience within an Microsoft Cloud environment (M365, D365 and Azure) is a must but previous experience on AWS and GCP is recommended
• Good academic background with a degree or equivalent qualification in Information Technology
• Experience in motivating and leading others or deputizing in the team leader’s absence
• Previous team leading experience in a similar role in a IT Consulting and Services business
• High standard of both written and verbal communication
• Capable of managing own workload with minimal supervision to tight deadlines
• Able to prioritize and distribute team workload effectively
• Able to deal with challenging customers and staffing issues in a professional and supportive manner and to see these through to resolution
• Keen to offer ideas and solutions to develop the Managed Service practice
• Highly motivated and results oriented; entrepreneurial spirit
• Good knowledge of French and English, both written and spoken is absolutely essential; German is a plus
• CH/EU citizenship mandatory

Why OSB is for you…