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Technical Account Manager

Date: May 17, 2018

Location: Albuquerque, NM, US

Req #: 59891-en_US

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The Technical Account Manager (TAM)  is the primary contact for the day to day IT service delivery for all  client’s assigned to them.  He/She will be assigned specific clients to assist and will follow the operating guidelines within Sitel Globally.  Primary focus will be on assigned designated clients, however will be utilized for other clients, when needed. This role also acts as a key interface between IT, Operations, and our client in the support of our client’s IT requests and/or concerns.

 

The TAM is primary point of contact for IT for their specific clients, and will work closely with our Account Manager to ensure all technical elements, concerns, growth, and requests are managed appropriately for the client they are managing. In addition, will work closely with all IT teams to ensure deliverables are being met, and/or data is provided, as needed.  This role will also be responsible for additional interactions such as supporting with technical requests, project management, and implementation of new or amended business. 

The TAM acts as day to day single contact point primarily between our Client, SITEL Operations / Account Management & Sitel IT.

 

In particular, the TAM:

 

  • Manages IT relationships and concerns for the client, working alongside the Global IT Service Management team and any relevant Project Managers, Account Management, and IT Shared Services.

 

  • Primary IT contact for their specified clients.   This position is client facing and TAM will be attending & participating in relevant site operational management meetings, and keeping client and Account management up to date on all IT activities.

 

The TAM develops IT knowledge within the relevant client and ensures consistent high levels of IT service management. In particular, the TAM:

 

  • Keeps all IT teams and all involved in IT service delivery, informed of relevant Client objectives, activities & developments so they can add value to SITEL’s core business. This includes (but is not limited to) meetings, briefings, training, secondments & actively involving other employees in direct dealings with the internal Client.   In addition, will host debriefs after incidents to review and review and manage all open IT action items for their clients.

 

  • Ensure that SITEL’s policy & legislation as well as processes are followed, including Incident and Change Management as well as IT Solutions and ECM procedures. This may also include

    The TAM delivers excellence in the services & in particular:

  • Is the 1st point of escalation for critical client operational (client specific) issues;
  • Assists and personally manages IT relationships for all P1 & P2 incidents within the specified clients whilst ensuring that the Regional IT Service Delivery Manager is aware, and escalates all concerns, as needed to the various IT leaders.
  • Ensures that local IT resources are motivated & coordinated in order to respond to Client needs
  • Maintains good relations with other SITEL functional heads to ensure willing cooperation in responding to Client needs & motivates them with regard to Client needs
  • Works with the Clients and other teams in IT to ensure the smooth introduction of new services for our clients.
  • Alongside the Project Manager they will review the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the IT Management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Works with the IT Security team in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed, where applicable.
  • Host debriefs after incidents to review and review and manage all open IT action items for their clients to remove the risk of reoccurrence
  • The TAM ensures that services are monitored against the agreed service level performance. In particular:

  • Manages the introduction of any relevant local Service Level Agreements (SLA’s) or targets by working closely with the Regional IT Service Delivery Manager, including ongoing changes;
  • Is ultimately responsible for the delivery of the technical aspects of the services to the sites their specified clients operate.
  • Is responsible for managing IT customer satisfaction, and any relevant reporting on a regular basis the performance of the services against the appropriate service levels.
  • Gains Client feedback, keeps in touch with relevant Clients & is always up to date with the views of Clients regarding the IT service performance.
  • Ensures customer satisfaction through regular review meetings with the designated clients primarily. Review meetings will also be attended by the IT SDM & relevant Site Management and by whomever the TAM deems appropriate.
  • Business Risk & Contingency
  • Monitors support problems, checks service desk statistics & acts as the 1st escalation point for escalation of service desk calls & ensure problems & failures are properly managed (for their specific client).

 

  • Deals with concerns & escalates major issues, in particular where performance does not meet relevant service levels, or where major incidents arise, the TAM shall work alongside the Regional IT SDM to agree corrective action (including future prevention).

 

  • Oncall 24x7 to support specified clients for any key events and/or Priority 1 or 2 incidents.

 

  • Develops tactical plans and manages daily operations for their specific clients

 

 

The TAM will assist in presenting a professional outlook of IT; they should;

  • Promote goodwill & a positive image of IT within the Company & with Clients.
  • Regular reviews with other IT members primarily responsible for providing IT support; e.g. Onsite teams, ITSD and central support functions.
  • Good written and client facing skills and ensures Sitel IT is providing timely responses to our clients for all open actions.
  • Solves diverse complex situations involving many different factors and which may not have precedents, and arranges proper support from all IT global resources to solve the situation.
  • Internally they will work across multiple regions, and external will be influencing our clients behavior for policies, procedures, and project outcomes.

    Education: 4 year degree.  Experience in Onsite Engineering and Client Liaison is preferred, or IT project management.  Professional training and/or education to manage or provide functional

    direction to others.

    Experience Target: 3yrs + of Technology related roles, 4yrs minimum senior IT customer service experience.   Preference of 2 years supervisory experience managing people and/or projects.


Nearest Major Market: Albuquerque

Job Segment: Account Manager, Information Technology, IT Manager, Engineer, Manager, Sales, Technology, Engineering, Management

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