IT Area Manager

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

4. EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
• University degree or equivalent in Computer Science or related field or an equivalent combination of education and experience.
• Must possess understanding of the technology deployed in the contract centre environment.
• Aprox 7 years of experience in managing IT operations and thorough knowledge of emergency operating procedures, or an equivalent combination of experience and education.
• Minimum of 4 years experience of leading, managing and developing teams.
• Excellent communication skills both written and verbal including;
• Ability to translate complex technology concepts in to end-user terminology.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Strong influencing skills and able to influence outside area of direct control.
• Able to prioritise workload to meet challenging deadlines and ability to multi-task.
• Experienced in the use of MS Office:- MS Word, MS Excel and MS PowerPoint.
• Experience in project management is desired
• Must be willing to travel where business needs demand.

Our client is a global leader in providing customer contact management solutions/customer engagement solutions and services in the business process outsourcing (BPO) arena.

They provide an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries.
They specialize in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound technical support and customer service. They have customer contact management centers throughout the world, providing their services through multiple communication channels encompassing phone, e-mail, web, chat and social media.

Utilizing its integrated onshore/offshore global delivery model, along with virtual at-home agents, they serve their clients through two geographic operating segments: the Americas and EMEA. Sykes Romania has offices in Cluj Napoca, Sibiu and Oradea.

1. PURPOSE OF THE JOB

• The primary function of the Manager of IT Area is to manage and direct the Support IT staff for the Customer Support Service (CSS) Centres in their designated Area.
• The role is responsible for the technical operation and maintenance, including preventive maintenance, of all data and voice communications within their Area. This includes coordinating support staff to meet client objectives, managing to an operational support budget and meeting internal and external deadlines.
• The post holder acts as an escalation for technologist in defining systems requirements for new and existing clients, as well as the installation, configuration and deployment of internal or external tools.
• They will resolve conflicting demands from internal and external users for service to ensure quality support is provided.
• The role interfaces with internal and external management and Information Technology teams in problem solving and coordinates the appropriate resources to participate in resolution activities.

2. RESPONSIBILITIES AND END RESULTS

• Delivery of IT services within Romania to meet and exceed client expectations
• Directly supervises in country IT Support Staff.
• Manages direct and indirect IT / Telephony support for operations at contact centres.
• Oversees the deployment of IT / Telephony “best practices” related to the all IT / Telephony Operations technologies.
• Manages the Area IT Budget on a month-to-month basis, provides forecasting information, and ensure they stay within budget.
• Tasks deployment team for deployment of EMEA IT/Telephony systems and coordinates system implementations with internal and external IT/Telephony teams. Act as a point of contact to both the Client and the IT teams during installation, configuration, deployment and “hand off” to site staff.
• Incident Processes – Further develop the processes to improve the efficiency of communication, escalation and technical resolution, through business owner communication, performance management and resource capacity planning. To work with the corporate service desk and EMEA IT to develop and deploy corporate standards in this area.
• Incident Management – Manage the day to day local Area / Site helpdesk operations, through resource management, monitoring, escalations, management reporting and client liaison.
• Build on internal client relationships to ensure the IT organization works closely to meet business requirements, including the development and maintenance of SLA’s.
• Responsible for physical IT asset management for CSS centres and provide reports to management and the Asset Manager in accordance with company standards.
• Responsible for all CSS centre software compliance issues and provide reporting as needed.
• Ensure that corporate standards and procedures are employed throughout the work of the team and throughout the Area.
• Ensure the timely and accurate reporting for Tellibiling and additional local services

3. CORE COMPETENCIES
Make Sound Decisions
• Focuses on important information without getting bogged down in unnecessary detail.
• Probes and looks past symptoms to determine the underlying causes of problems and issues.
• Brings to bear the appropriate knowledge, information, and expertise in making decisions.
• Makes decisions in the face of uncertainty.

Think Creatively
• Leads efforts to clarify and standardize key processes.
• Monitors and analyses results to identify improvement opportunities.
• Recommends ways to streamline and improve key processes.
• Identifies new cost saving or revenue opportunities.

Meet Customer Needs (Internal & External)
• Seeks feedback from customers to identify improvement opportunities
• Tracks performance against customer requirements, using existing tools, ensuring that customer metrics are met.
• Understands and anticipates customer requirements, expectations, needs and priorities.
• Creates systems and processes that make it easy for customers to do business with the company.
• Ensures that customer issues are resolved, and provides periodic updates.

Manage Execution
• Conveys clear expectations for assignments.
• Delegates assignments to the lowest appropriate level.
• Monitors progress of others and redirects efforts when goals/standards change or are not met.
• Holds people accountable for achieving their goals.
• Juggles many priorities and competing demands for one's time.

Establish Relationships
• Maintains positive relationships even under difficult or heated circumstances.
• Expresses own viewpoints tactfully to avoid creating unnecessary conflict
• Relates to others in an accepting and respectful manner regardless of their organizational level, personality, or background.
• Leaves others feeling better after interacting with them.

Influence Change
• Implements the change by developing and deploying specific goals, responsibilities, metrics, and timelines.
• Participates in communicating the change, and ensuring understanding of the local opportunities and issues related to the change.
• Builds buy-in to the change by involving those affected and influencing relevant stakeholders in the organization.
• Monitors change-related progress, and adapts as needed to ensure successful implementation.