Sr Manager of Global IT Client Services (Virtual/Remote)

Date de Publication: 11/19/2020

Résumé de l'offre

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Description de l'offre



This role acts as the single point of contact for all technology-related matters for assigned Global or high revenue clients. This individual supports accounts of $70m+ or accounts comprised of three clients, lines of business, or regions. They supervise the IT delivery of services across all aspects of assigned accounts, and work with operation and account leadership to ensure IT contractual requirements, SLA's, and other expectations are being met. The position also identifies areas of service improvement, drives service excellence, coordinates IT support services, provides performance review input for QBR's, and identifies beneficial technology opportunities for their assigned accounts.

Essential Duties and Responsibilities

* Understand the nature of the clients' business and their IT needs


* Collaborate with Operations, Client Relationship Management, and IT teams to support the execution of client projects and delivery of IT services


* Manage customers IT expectations and needs, including:
* Provide IT Single Point of Contact (SPOC) support to existing SYKES clients


* Document, communicate, and escalate client technology issues


* Proactively follow up with customers and identify their needs


* Coordinate technology planning sessions based on new client initiatives




* Participate in contract reviews and support the SYKES Sales and Legal teams during contract negotiations


* Engage customers on issues for technical and functional scope


* Develop and maintain client technology offering matrices to include:
* Understand deployed technologies for an assigned account


* Knowledge of contractual SLA's


* Account technology authority


* Knowledge 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.



About SYKES

SYKES Enterprises helps many of the world's leading brands to find, attract, and acquire customers, while also growing their lifetime value by delivering superior service offering solutions that result in better customer experiences and outcomes. With a full complement of lifecycle services -- including digital marketing, sales expertise, customer service, technical support, and much more -- we are uniquely positioned to offer support and expertise at every step of the customer journey.

Our multifaceted IT teams command an exciting array of cloud, web, and mobile-based solutions that connect workforces and clients all across the globe. Many major companies rely on our information security, network administration, and software development abilities to help them stay at the forefront of their respective industries. Joining SYKES means working with passionate, driven, and friendly people, while doing meaningful work in a fast-paced industry where innovation and agility illuminate the path to growth and success.

Benefits

When you become part of the SYKES family, you'll be surrounded by some of the most caring,

respectful, and welcoming people you'll ever meet. You'll also get more than just a paycheck, some of the other perks and benefits include:

? Health, vision, and dental insurance

? Pharmacy and prescription savings program

? Life insurance

? Company match on 401k

? Competitive paid time off structure

? Tuition assistance program

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

Qualifications

* BA/BS degree


* 7+ years of successful client relationship management and/or experience leading computer operations, including expert understanding of emergency operations procedures with an outsourcing or large-scale technology-consulting firm (call center experience preferred)


* Ability to travel (25%-30%) to SYKES global locations as appropriate to provide support and guidance for customer technology meetings and Quarterly Business Reviews


* Outstanding verbal and written communication skills


* Customer-focused with excellent customer service/relationship skills


* Strong business acuity


* Ability to coordinate and conduct effective meetings with internal and external clients


* Ability to prioritize work assignments


* Excellent time management and organizational skills


* Highly collaborative, including a knack for creating and maintaining positive relationships across all internal SYKES departments


* 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


* Comfortable presenting information and fielding questions in a group setting with senior leaders and executives


* Must have a solid background in IT technology and system integration, with a solid understanding of how data and voice networks operate, including effective integration and implementation


* Must have an understanding of multi-channel CRM systems, knowledge management, workforce management, CTI, and reporting


* Must have solid financial and budgetary skills


* 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, feel, and/or reach. 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

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