Director - IT Operations

Job Description

Manage the Technical Account Management team for end-to-end IT execution Responsible for driving deeper level technical requirements during sales process in order to scope and estimate projects effectively Responsible for performing necessary research of third-party technologies, tools, and applications that are introduced during the presales process Responsible for setting overall direction for productive client engagements, reporting and management of processes to drive efficiencies Strengthen client relationships by coordinating solution engineering functions to address complex business problems that strengthen the Everise position with clients Define and validate project scope, design initial high-level solution architecture by partnering with technical teams, and estimate level of effort and cost Direct internal IT teams and partner with Sales and Client Services to engage and consult with customers to gather requirements for potential projects Define solutions that leverage existing Everise capabilities to address client needs and look for new technologies / capabilities that can drive overall profitability Coordinate the efforts of internal subject matter experts to present client solutions Lead by providing overall proactive management for all client related technical issues by leveraging standardized procedures and best practices for support to resolve production issues quickly Develop, refine, and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for the each client Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals Lead and participate in projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support Demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives Serve as a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes Be accountable for ensuring the team meets defined Service Level Agreements and compliance to all organizational policies procedures, programs and applicable legal requirements Directs and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives Qualifications: Bachelor s degree in related field required A minimum of 10 years of related experience in the BPO industry, IT services or consulting, managing teams of technology and/or technical account management professionals that implement technology services throughout a large enterprise 7+ years of experience with technical implementation customer projects Proven experience in project management, business development and/or pre-sales consulting Deep understanding of business and technology trends business development, relationship building, strategic planning Prior leadership experience managing a number of teams concurrently Experience with solving and operating business solutions requiring high availability, high scaling and low latency Strong knowledge in two or more of the following: networking, telephony, contact centers, CRM tools, application development, security, cloud, desktop, and operational support Consistently practices strong organizational, communication, project management, negotiation, problem solving and presentation skills Willingness and ability to travel If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.