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You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do.
Our growing company is currently seeking a Senior Director Global IT Service Desk and Incident/Problem Management for our Nashville, TN location.
Summary of Primary Job Responsibilities:
The Senior Director IT Shared Services (Philippines) has 3 main functions, these are the Global Service Desk Management, Incident Management and Problem Management.
The purpose of this role is to give Sitel a Single Point of focus on the Global IT offshore initiatives globally. The position will contribute to the creation of the overall IT Offshore Strategy, business case and deliver these services to the business with the support of the other Global IT departments. The overall purpose of the Global ITSM Team is to provide the Philippines components of the central 1st line support team that will support the business and the Global \ Regional IT teams, as well as maintain the ITIL Business Processes that form the foundation to Sitel’s IT Strategy.
Typical Qualifications:
Skills:
· Ability to lead multiple teams in multiple locations
· Able to work in a highly pressurized environment.
· Ability to create business strategies and business cases
· Understanding of financial drivers
· Excellent verbal and written skills and able to communicate effectively with internal and external clients whilst maintaining enthusiasm, sound judgment and common sense.
· Able to thrive in an environment undergoing rapid technological and business change.
· Full customer service focus.
· A confident, positive attitude.
· Administration and organization.
Knowledge/Abilities:
· Understanding of all IT Operations Activities
· Understanding of Business requirements and priorities
Education:
· A-levels, Degree
· A second language would be an advantage.
Experience Target:
· 5Years Management Experience
· 10 Years Operational Experience
· You must have proven ICT skills with a service orientated attitude. Prior call centre experience is highly advantageous given the specialized applications that will be used
· Minimum 10 years technical support experience in a large, multi-site environment.
· Experience of working in an ITIL environment.
You must be willing to provide 24x7 availability for management of the functions
Travel Required:
Frequent Global Travel Required
Sitel offers a comprehensive benefits package. Compensation is commensurate with skills and experience. Criminal background investigation and credit check will be obtained for all candidates being considered for this position.
Sitel is an Equal Opportunity Employer
