Job Description

• Education: University Degree preferable, ITIL Practioner qualification desirable, 2nd language advantageous.
• Experience Target: Ideally 8+ years' experience within a customer facing IT or technology support role. 4 years minimum IT Service Management experience. Working within a fast moving and dynamic ITIL based environment advantageous.
• Managing Multiple Sites or locations
• Managing the shifts
• Experience handling team
• Excellent communication skills
• Site support experience for IT support
• Always available during outages for the Site.
• Technical documentation.
• IT Audit and Compliance

Additionally

• Education: University Degree preferable, ITIL Practioner qualification desirable, 2nd language advantageous.
• Experience Target: Ideally 8+ years' experience within a customer facing IT or technology support role. 4 years minimum IT Service Management experience. Working within a fast moving and dynamic ITIL based environment advantageous.

Skills: (identify essential skills required or additional skills that enable success in performing this job

• 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 centre environment.
• Finance: Extensive experience of budget creation & management. This role can have directly or indirectly in excess of $1m of budgetary responsibility.
  

Compliance

• Experience in attending Internal and External IT Audits.

• Patching and compliance.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

• This role will suit someone who has extensive experience in outsourcing or contact centres, or in other dynamic environments with a voice/call centre 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.
• Off shoring/Outsourcing - Experience of managing outsource & offshore technical service delivery partners
• Cost Management/Finance - Experience of creating & managing large IT budgets, the discipline around financial reporting & forecasting & the normal interfaces with financial functions.

Special Certifications (if appropriate-identify if required to perform the job or just preferred):

• Education: University Degree preferable, ITIL Practioner qualification desirable, 2nd language advantageous.
• Experience Target: Ideally 8+ years' experience within a customer facing IT or technology support role. 4 years minimum IT Service Management experience. Working within a fast moving and dynamic ITIL based environment advantageous.

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

• Travel Required: This role will require a high level of travel.

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)

• Position may be located at any Sitel Operations center.
• Out Of Hours Support: 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).

Essential Functions: (describe job responsibilities necessary to achieve the position's purpose)

Importance
Essential Functions and Duties

Approximate % of Total Job

1

Assumes responsibility for the management of IT service delivery (Site IT) within the country in support of regional & global business objectives.

40%

2

Assumes responsibility for establishing & maintaining effective communication & coordination with internal staff & professional customer relations with all clients & external contacts.

20%

3

Effectively directs information technology personnel, ensuring optimal performance.

15%

4

Assumes responsibility for overseeing the formulation, implementation, & maintenance of all information systems products & services within the region.

15%

Other Functions: (describe job responsibilities important to the job but not necessary to achieving the position's purpose)

Importance
Other Functions and Duties

Approximate % of Total Job

1

Shadow Service Delivery Lead

5%

2

Client Meets

5%

Decision Making Authority: (describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended)

Independent Decisions Expected
Recommendations Expected

• Managing Multiple Sites or locations
• Managing Stakeholders and Site Directors
• Help Site Leads Manage the teams and deliver as per SLA

• Requirements for hardware and software upgrades
• Requirements for compliance requirements
• Requirements for CR downtimes
• Requirements for maintenance downtimes
  

Physical Demands: (describe physical movements and abilities required to perform the job (e.g. ability to lift boxes weighing up to XX pounds)

• Ability to lift heavy equipment for racking of servers, network equipment
• Ability to concentrate on the display screen for extended duration and respond to instructions and queries during outages

Working Conditions: (describe the environment in which the position will be working (e.g.normal office environment)

Office environment

Quantitative Data: (human and capital resources, fiscal responsibilities)

Supervisory responsibilities:

• Number of associates reporting directly to this position

3

• • Number direct reports exempt from overtime pay- Managerial/Professional:

3

• • Number direct reports eligible for overtime pay- Clerical/Administrative/Agents

0

• Number of Associates reporting indirectly through supervisors/managers reporting to this position

Approx. 22

Total number of Associates reporting to this position

25

List type and number of other positions influenced and example of influence:

3 Site Leads of Mumbai, Chennai & Gurgaon which may increase

List any financial measures relevant to the responsibility of the job (budget, payroll, scope of facilities, systems, etc.)

Payroll inputs - Including OT approvals for OSE's,

System requirements - Including spares and consumables required on the sites

Manager IT - Service Delivery