Mgr Global IT Client Services - Tampa, FL - SYKES JOBS

Date de Publication: 1/4/2020

Résumé de l'offre

Description de l'offre

  • 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.

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