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Technical Account Manager

Req ID#:  158539

Pasig City, PH

Information Technology

The Technical Account Manager is the primary contact for the day to day IT service delivery for all clients (and sub-campaigns. Specific clients to assist will be defined and operating within Sitel Globally. The 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 in the support of current business and growth, both new & incremental throughout the globe.

The TAM is primarily responsible for ensuring that all technical elements, complaints and feedback regarding IT, for each of the clients they are managing. 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.
  • Primarily IT contact and will be client-facing and 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 consistently 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;
  • Ensure that SITEL’s policy & legislation, as well as processes, are followed, including Incident and Change Management as well as IT Solutions procedures. This may also include Business Risk & Contingency.
  • Helps develop the competence of SITEL employees in the management of IT from the operations side, creating an IT literate internal Client, who will contribute to the exploitation of IT within SITEL & the management of external Client expectations & perceptions.

Technical Account Manager

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

Locations
• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

Well-being
• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

Well-rounded
• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program

Apply now »