Unity - Deployment Implementation Lead - CS Global Software

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Unity Program is one of the most prominent programs of SHS CS and its mission is to create one global platform to host a harmonized, state‑art customer service process, seamlessly integrated in our company’s IT ecosystem. Call opening, pre-clarification, scheduling & dispatching, site visit support, as well as specialized reporting are in scope. A global rollout across 70+ countries within the next years is also part of the program’s mission, making it a truly strategic initiative for our company’s success.

• The key responsibility of this role is to establish the local deployment team across functional and business areas.
• It is also vital to ensure effective staffing and resource monitoring throughout the deployment period.
• Supporting the local deployment ensuring business continuity and service business stability before, during and after implementation.
• Owning Project Management governance, execution control and adherence to program standards for the deployment.
• Owning overall business readiness and service operations continuity.
• Being accountable for Project Management & Governance and for Quality & Compliance within the Deployment Implementation Team end-to-end deployment RACI.
• Being accountable for Data Privacy and governing the required privacy-related alignment across the deployment.
• Being accountable for Organizational Change Management and Communications across the deployment.
• Defining business objectives and business acceptance criteria for Cutover, Hypercare and transition to operations.
• Monitoring deployment progress, service performance and quality and triggering corrective actions where required.
• Approving and releasing milestones from the business perspective, including readiness, data migration, go-live and Hypercare exit.
• Identifying and managing business risks and service delivery risks; acting as escalation authority for business-critical issues.
• Driving user adoption from a business ownership perspective and ensuring productivity realization.

• Business continuity and service stability strategy.
• Project governance and milestone status reporting.
• Quality and Data Privacy compliance evidence.
• OCM and communication strategy and execution plan.
• Approved business readiness and Go/No-Go decision inputs.
• Resource allocation and tracking.
• Business risk assessment and mitigation plan.
• Service performance monitoring and stabilization reports.
• Program communication approvals, defined escalation paths and formal Hypercare exit approval.

• Proficiency in Customer Service processes and Quality Management System is a must.
• Minimum 5 years of proven experience with large projects, as a Project Manager.
• Project Management certification highly desired.
• Degree in related discipline or advanced degree, preferred.
• Project experience with global program related to software release and deployment is beneficial.

• You speak English fluently in order to be able to operate successfully in our international and multicultural working environment.
• Foreign language skills (German, Spanish, etc.) are desired.
• You enjoy initiating and driving change and can motivate a team that follows you through that change (functional management).
• Self‑motivated to take on new tasks and responsibilities.
• Committed to producing quality outcome.
• You communicate…