IT Service and Delivery Manager
service delivery delivery delivery manager manager management delivery service delivery operational operations cx team senior security
March 29, 2023
About Us About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. IT Service Delivery Manager 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 business growth, both new & incremental. The Senior IT Service Delivery Manager is responsible for the site IT infrastructure, personnel & business continuity of critical technology services based within sites within the designated region or country Job Summary Manages relationships with Site Directors and Support Teams. Keeps Foundever employees involved in service delivery informed of relevant Client objectives, activities & developments so they can add value to Foundever'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. Keeps abreast of internal & external technological developments, discussing these with Operations to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect Foundever & its business. Helps develop the competence of Foundever 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 Foundever & the management of external Client expectations & perceptions. Understands & assists the Service Delivery Director (SDD) in the control of direct & indirect IT expenditure within the country, delivering IT services within an agreed budget & for exception management of any deviations from budget. Works within sites on business planning, annually preparing an operational plan for the sites covering work to be completed & the resources required. This plan provides a basis for agreement of the IT budget in terms of resource requirements. Prepares an annual Client plan, by site, covering the following year & setting out the service management activities which will be carried out to improve the relationship between IT, the internal Client & the external Client. First point of escalation for critical operational 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 to respond to Client needs. Maintains good relations with other Foundever functional heads to ensure willing cooperation in responding to Client needs & motivates them about Client needs Works 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 AMERICAS IT Solutions in supporting to document and build solutions relevant to existing and new client requirement. Works with the IT Security team 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. Manages the introduction of local Service Level Agreements (SLA's) including ongoing changes. Is ultimately responsible for the delivery of the services to the sites within the country. 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. 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 site service review meetings. Site service review meetings will be attended by the SDM & relevant Site Management. Skills Knowledge & Ability This role will suit someone who has experience in outsourcing or contact centers, or in other dynamic environments with a voice/call center component, in a service delivery / operations role, who has held budgetary responsibility, is used to driving change, enjoys working closely with the business & is comfortable managing senior technical people. ITIL - Experience of working to ITIL principles, preferably certified to at least foundation level Security - Experience of migrating / maintaining IT operations in a compliant & auditable state Resource Management - Experience of managing & deriving value from small specialized technical teams including disciplines around reporting & measuring utilization. Cost Management/Finance - Experience of creating & managing large IT budgets, the discipline around financial reporting & forecasting & the normal interfaces with financial functions. People: Experience of managing small distributed technical teams. Effective in delegation, creating & driving high performance team environments. Communication: Strong communication skills at C-level, with clients & to technical teams. Experience in presentations & being a clear & effective communicator in sales, negotiation & escalation situations. Process: Experience of establishing & maintaining highly standardized process environments across diverse geographies & languages. Understanding & experience of the role of ITIL within IT an absolute must. Organization: The role requires the vision & motivation to be able to be the key interface between the IT function and the Operational business, including external Clients. Technology: A solid foundation in technology is required together with project management & security. This role requires operating at a high level with other senior technologists & a day to day understanding of the issues experienced in a contact center environment. Finance: Experience of budget creation & management. This role can have directly or indirectly responsible of $5K of budgetary responsibility. About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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