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Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do? Single Point of Contact (SPOC) for client Setting the strategic direction of the program Managing to scope of work and change of scopes Accountability for Service Level Agreements and other contractual deliverables Developing and delivering managerial level presentations Chairing and participating in both internal and client-facing service delivery meetings Implementing, monitoring and adhering to Best Business Practices Conducting ticket audits, DSAT follow-ups and other quality initiatives Owning, investigating, and following up on escalations Sponsoring and driving improvement activities for the account Champion innovation and transformation initiatives Identifying opportunities to expand service offerings Managing the program financials to budget Assisting with development of monthly client invoices Reconciling and approving vendor invoices Creating cohesive team environment through consistent management Hiring Stefanini employees and securing vendor resources Establishing expectations, providing leadership, direction and coaching to the team Conducting formal one-on-ones and performance reviews Leveraging Stefanini recognition programs to motivate and reward the team Providing expertise and insight on new business opportunities Assisting with development and launch of new accounts Providing assistance on corporate initiatives Collaborating with colleagues in shaping the future of Field Services Leading focus groups generating process and procedures 24x7 availability for urgent business escalations Ability and willingness to travel (including flying) domestically and internationally Performing other duties as assigned
Additional Notes: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.What do you need to succeed? Bachelor's degree or four year equivalent preferred Minimum of 2 years experience working in IT or BPO management role In-depth understanding of IT or BPO industry dynamics Must complete the Field Services Leadership training program ITIL Foundations certification a plus Bachelor's degree four year equivalent preferred Critical thinking and problem solving skills High tolerance/evolved ability to lead and manage ambiguous situations Excellent relationship skills Superior verbal, written and presentation skills Collaboration and team leadership abilities Effective time and project management skills What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making; Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdYVacancy expired!