Sr Dir Global IT Client Services (Remote) in Tampa, FL at SYKES JOBS

Date Posted: 11/1/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tampa, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/1/2018

Job Description

This position supports sales and account teams in defining digital and technology services for existing and potential new clients. This position will be the lead in digital transformation services we provide to our accounts. Responsible for education of digital services to sales, accounts and technology leaders. The job holder must have a complete understanding in the application of digital services for our clients. Digital services includes RPA, Chatbots, Co-bots, Machine Learning, AI, NLP, Omni Channel, Chat, social and web self-services.

The position will take the lead in defining and presenting digital services and solutions to executives within SYKES and our client base, clearly defining and explaining how digital services can be applied to their business for a demonstrable advantage.

This position provides strategic and tactical direction to a team of IT Client Services Managers\\Directors in their delivery of services to their assigned clients and the transition to digital services. The Sr. Director GITCS is also responsible for defining process and procedures for providing IT client support that will be used at a global, regional, and site level to ensure SYKES provides consistent support globally. Position is responsible for providing IT oversight of contracts during the renewal process and for ensuring adherence to all IT aspects of the contracts to include reporting, change management, incident management, and IT SLA metrics for all GITCS assigned global accounts.

Additionally, the position is responsible for providing IT support in conjunction with Sales and Operations teams. The Sr. Director GITCS acts as the entry point into IT for sales initiatives and ensures proper support from all other areas of the IT organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

ØAdherence to SYKES policies on ethics and integrity

  • Position routinely interacts with SYKES operations executive team and senior client personnel

  • Understand the IT and digital services offered to clients by SYKES and available on the market.

  • Acts as an SME for the application, advantages and costs of digital services including automation, advanced analytics, artificial intelligence and digital self service.

  • Presents SYKES and partner technology solutions to clients as required both pre and post sales

  • Shares SYKES and partner technology solutions capability with global ITCS resources

  • Supervise the development and maintenance of GITCS process and procedures to include:

    • Notification procedures

    • IT engagement procedures

      • Request process

      • Notification process

    • Training documentation for deployment

    • Client status, SLA, and customer satisfaction reporting

    • Client status reporting for CIO dashboard

  • Direct the GITSC team and the delivery of support to both internal and external clients supported by the team

  • Responsible for ensuring clients’ IT expectations are met by GITCS team

  • Ensure all clients supported by GITCS are properly documented

    • Network, voice, and system diagrams

    • Contact and escalation documentation (CED)

    • Contract metrics and penalties

    • Knowledgeable of client change control processes

  • Direct efforts to support contract reviews as well as support the SYKES Sales and Legal teams during contract negotiations including:

    • Understanding of SYKES standard service level agreements

    • Facilitation of contract review sessions with various IT departments

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

  • Oversee development and maintenance of client technology offerings to include:

    • Training documentation and presentations for ITCS and Sales Support

    • Sales support to existing and new clients for new and existing technology offerings

    • Contract reviews of client technology offerings

  • 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.

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

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