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Senior IT Service Delivery Manager (SDM)- (Remote-US)

Req ID#:  305090

US

Senior IT Service Delivery Manager (SDM)- (Remote-US)

Information Technology

Job Summary

 

The primary function of the Sr. IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region.

The Senior IT Service Delivery Manager is the primary contact for all aspects of business-as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. 

The Senior IT Service Delivery Manager is responsible virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country.

Responsibilities

  • The primary job function of the Sr. SDM is to manage and direct the Support IT staff in their designated region
  • The Sr. SDM acts single contact point between Operations & IT within the designated region or country.
  • Manages relationships with Site Directors and Virtual Operations Directors
  • Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
  • The Sr. SDM develops IT knowledge:
  • Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
  • Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
  • Helps develop the competence of employees in the coordination and support of IT from the operations side.  To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions

Responsibilities (continued)

  • The SDM delivers excellence in the services & in particular:
  • Is the 1st point of escalation for critical operational and IT service delivery issues.
  • Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
  • Ensures that Site 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
  • Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
  • Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
  • Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
  • Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
  • Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
  • Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.

Responsibilities (continued)

  • The Sr. SDM ensures that services are monitored against the agreed service level performance.
  • Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
  • Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the appropriate service levels including service performance, budgets, resources, Clients & issues;
  • Ensures customer satisfaction through regular site service review meetings. Physical and Virtual Site service review meetings will be attended by the Sr. SDM & relevant Site Management.
  • 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.
  • Deals with complaints & escalates major issues, in particular where performance does not meet relevant service levels, or where major incidents arise, the SDM shall agree corrective action (including future prevention) with the SD.

Responsibilities (continued)

  • The Sr. SDM plans the services:
  • Understands & assists the Service Delivery Director (SDD) in the control of direct & indirect IT expenditure within the country.  To ensure they are delivering IT services within an agreed budget & for exception management of any deviations from budget.
  • Works within sites and support organizations on business planning, annually preparing an operational plan for virtual and physical sites covering work to be completed & the resources required.
  • Prepares the annual Client plan, by site, covering the following year & setting out the service management activities.
  • The Sr. SDM plans the services:
  • Understands & assists the Service Delivery Director (SDD) in the control of direct & indirect IT expenditure within the country.  To ensure they are delivering IT services within an agreed budget & for exception management of any deviations from budget.
  • Works within sites and support organizations on business planning, annually preparing an operational plan for virtual and physical sites covering work to be completed & the resources required.
  • Prepares the annual Client plan, by site, covering the following year & setting out the service management activities.

Education/Experience/Certifications

  • University degree preferred; would consider a mix of experience and education
  • 8 or more years’ experience within a customer facing IT or technology support role
  • 4 or more years of IT Service Management experience working within a fast moving and dynamic ITIL based environment advantageous.
  • ITIL Practitioner qualification desirable

Role Specific Requirements

  • High level of travel, assume every week
  • This role will require some out of hours support for major changes, project work etc. The candidate should be free to support when required (within reason).

About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®. 

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.

Senior IT Service Delivery Manager (SDM)- (Remote-US)


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