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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.

Director Global IT SDC & Computer Operations (Virtual / Remote)

Date Posted: 04/11/2021

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Job Description



GENERAL PURPOSE:

This global IT leadership position provides strategic direction and delivery for multiple critical IT services to ensure that such support is aligned to clients' and operations' needs and expectations. Position directs services with a high degree of complexity that impact the overall business of the company, including the Sykes Service Desk Center (SDC), IT Incident Management, IT Problem Management, Corporate End-User-Support and IT Computer Operation Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Adherence to SYKES policies on ethics and integrity
  • SDC, Incident Management, & Problem Management

    • Develops and oversee processes and tools to proactively monitor the Sykes network and mission critical business systems.
    • Develop and direct a formal structure whereby incidents are investigated, diagnosed, resolved, and closed, with the goal of restoring normal service operations as quickly as possible.
    • Develop and direct a formal structure to minimize the adverse impact on operations due to recurring incidents (i.e., problems) caused by errors within the IT infrastructure, including measures to prevent such recurrence of incidents related to these errors.
    • Directs and/or participates in the establishment of internal operations and client Service Level Agreements relative to incident management and ensures these SLAs are met.
    • Serves as the senior IT point of contact and accountable party relative to IT communications and support during service impacting events, ensuring that incident management procedures and processes function effectively. Also serves as responsible party for communication to senior executive management.
    • Manages relationships with external partners who provide systems to SYKES for service delivery.
    • Directs implementation of new systems and changes to existing systems required for SDC operations and global ticketing.
  • Global IT Computer Operation

    • Provides oversight and direction for the Global IT Data Processing function, responsible for management of call lists and reporting associated with outbound dialing and call recording.
    • Ensures Data Processing group meets client SLA's on reporting and list management functions.
    • Oversees the setup of new outbound programs and clients.
    • Reports back to Operations for tracking of revenue for designated outbound programs.
  • Other essential dutie

    • Coordinates business unit help desk processes and tools with respective business unit IT leadership.
    • Manages budget and forecast for all areas of responsibility.
    • Personnel Management - provides direct management to Service Desk; Corporate EUS; Global IT Data Processing; Offshore Shared Services leadership; and other personnel as needed.
  • May perform other additional duties and responsibilities as assigned.


Required qualifications, skills and experience

EDUCATION and/or EXPERIENCE:

Bachelor's degree and 10+ years experience in managing technical operations and thorough knowledge of emergency operating procedures; or equivalent combination of education and experience.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to effectively present information in a group setting with senior executive internal and client leadership.
  • Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of various diverse scopes in a cross-functional environment
  • Must be able to manage multiple teams with projects of high complexity; providing leadership, direction, and guidance
  • Dynamic leadership ability that can develop and energize multidiscipline, high performance work teams to learn and apply new skills and techniques to business needs
  • Thorough knowledge and understanding of business principles, processes and technology
  • Ability to exercise independent judgment and creative problem-solving techniques in a complex environment using leading-edge technology and diverse user systems
  • Ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding
  • Ability to develop new system approaches to solve problems and seize opportunities for sustaining business success
  • Must have ability to work with mathematical concepts dealing with probability, statistical inference, and geometry/spatial reasoning
  • Must have solid financial and budgetary skills, including experience managing multiple budgets and forecasts.
  • Must have flexibility to perform various IT duties as assigned
  • Ability to travel 25%-30% including international travel and short-notice travel
COMMUNICATION SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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.

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.

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