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.



Commencez votre aventure SYKES dès aujourd'hui

Découvrez votre potentiel, acquérez de nouvelles compétences et passez du temps agréable au travail. Postulez dès maintenant pour commencer!