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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Sr Manager of Global IT Client Services

Date Posted: 10/17/2020

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Job Description



General Purpose

This position acts as the single point of contact for all technology related matters for assigned Global or high revenue producing clients. This individual supports a minimum account base of $70m, or accounts that span across 3 clients, 3 lines of business or 3 regions. They oversee the IT delivery of services across all aspects of assigned accounts, and partner with the Operation and Account leadership to ensure IT contractual requirements, and SLA's and other expectations are being managed. The position identifies areas of service improvement, drive service excellence, coordinate IT support services, provide performance review input for QBR's and identifies value added technology opportunities for their assigned accounts.

Essential Duties and Responsibilities

* Adheres to SYKES policies on ethics and integrity.
* Understanding the nature of the clients' business and their Information Technology needs
* Cross functional interaction with Operations, Client Relationship Management and IT teams and monitor the execution of client projects and delivery of IT services
* Responsible for managing customers IT expectations; all include (but are not limited to) the following:
* Provide IT Single Point of Contact (SPOC) support to existing SYKES clients


* Document, Communicate, Escalate client technology issues


* Proactively follow up with customers and identify their needs


* Coordinate technology planning sessions based on new client initiatives


* Identify value added service offerings to strengthen SYKES relationship


* Participate in contract reviews and support the SYKES Sales and Legal teams during contract negotiations including:
* Understanding of SYKES standard service level agreements


* Facilitate contractual review sessions with various IT departments


* Ability to assist the SYKES legal department in the negotiation of contractual terms related to technology


* Engage customers on issues for technical and functional scope
* Develop and maintain client technology offering matrices to include:
* Understanding of deployed technologies for an assigned account


* Knowledgeable of contractual SLA's


* Account technology subject matter expert


* Knowledgeable of client change control processes


* Facilitate work with resources or departments both domestically and internationally
* Responsible for the Coordination of Efforts between SYKES Corporate and regional IT organizations and 3rd party vendors to meet customer service objectives
* Provide client feedback on SYKES incident & problem management performance, which will lead to improved service and support delivery processes.
* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate, are integrated and implemented to provide call center outsourcing solutions.


* Ability to travel to SYKES global locations as appropriate to provide support and guidance for customer technology meetings and Quarterly Business Reviews


* May perform other additional duties and responsibilities as assigned.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

Education and/or Experience

BA/BS degree required. Minimum of 7 years successful Client Relationship Management and/or experience in managing computer operations and thorough understanding of emergency operations procedures with an outsourcing or large-scale technology-consulting firm required; or any equivalent combination of related training/education and experience required. Experience and knowledge of the call center industry preferred.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate, are integrated and implemented to provide call center outsourcing solutions.? Demonstrate strong customer orientation.? Exceptional verbal and written skills.? Excellent customer service/relationship skills.? Strong business presence with good negotiation skills.? Understanding of how to organize and conduct effective meetings with internal and external clients.? Ability to prioritize work assignments.? Possess excellent time management and organizational skills.? Team oriented with a collaborative working style, including an ability to create and maintain positive relationships across all internal SYKES departments.? Proven ability to counsel and partner with clients on recommending and improving their IT requirements.? Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information in a group setting with senior leadership and respond to questions from the CIO, VPs, directors, managers, clients, and the operations staff.? Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information in a group setting with senior leadership and respond to questions from the CIO, VPs, directors, managers, clients, and the operations staff.? Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate and are integrated and implemented to provide call center outsourcing solutions.? Must have an understanding of multi-channel CRM systems, knowledge management, workforce management, CTI, reporting and their implementation to provide call center outsourcing solutions.? Must have solid financial and budgetary skills.? Must have flexibility to perform various IT duties as assigned.? Advanced skills in Microsoft Office applications.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Desired qualifications, skills and experience

Education and/or Experience

Strong academic background; BA/BS required. A minimum of 5 years successful Client Relationship Management and/or experience with an outsourcing or large-scale technology-consulting firm. Experience and knowledge of the call center industry.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Ability to travel 25%-30% including international travel and short-notice travel


* Demonstrate strong customer orientation


* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate, are integrated and implemented to provide call center outsourcing solutions.


* Exceptional verbal and written skills


* Excellent customer service/relationship skills


* Strong business presence with good negotiation skills


* Understanding of how to organize and conduct effective meetings with internal and external clients


* Ability to prioritize work assignments


* Possess excellent time management and organizational skills


* Team oriented with a collaborative working style, including an ability to create and maintain positive relationships across all internal SYKES departments


* Proven ability to counsel and partner with clients on recommending and improving their IT requirements


* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate and are integrated and implemented to provide call center outsourcing solutions


* Must have an understanding of multi-channel CRM systems, knowledge management, workforce management, CTI, reporting and their implementation to provide call center outsourcing solutions


* Must have solid financial and budgetary skills, including experience managing multiple budgets and forecasts.


* Must have flexibility to perform various IT duties as assigned


* Advanced skills in Microsoft Office applications



Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

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