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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 Set the strategic direction of the account Manage to Scope of Work and Change of Scopes Accountable for Service Level Agreements and other contractual deliverables Develop and deliver managerial level presentations Chair and participate in both internal and client-facing service delivery meetings Implement, monitor and adhere to Best Business Practices Conduct ticket audits, DSAT follow-ups and other quality initiatives Own, investigate, and following up on escalations Sponsor and drive improvement activities for the account Champion innovation and transformation initiatives Identify opportunities to expand service offerings Manage the account financials to budget Assist with development of monthly client invoices Reconcile and approve vendor invoices Create cohesive team environment through consistent management Hire Stefanini employees and secure vendor resources Establish expectations, provide leadership, direction and coaching to the team Conduct formal One-on-Ones and performance reviews Leverage corporate recognition programs to motivate and reward the team Provide expertise and insight on new business opportunities Assist with development and launch of new accounts Assist with corporate initiatives Collaborate with colleagues in shaping the future of Field Services Lead focus teams to develop process and procedures 24x7 availability for urgent business escalations Ability and willingness to travel (including flying) domestically and internationally Performing other duties as assigned Valid driver's license is required Due to the necessity of frequent face-to-face interactions with our clients, only candidates who are fully compliant with the COVID-19 vaccination will be considered for this position. By applying for this position, you confirm that you are fully vaccinated for COVID-19 and can provide proof of immunization upon request.
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 v4 certification a plus 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!