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Job Information
Job title

IT Business Services Manager - Contact Centers

Company Clarke American
Wage Not specified
Location United States, Texas, San Antonio
Employment type Full Time
Education Not Specified
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 3/6/2006
Description
Develops senior level relationships within each of the company processes that result in clear direction of technology and business process initiatives that enables the company to meet their financial and strategic business objectives. Primarily support the IT needs of Customer Service and Sales (Contact Centers). Provides direction and performs tasks required to satisfy the immediate needs of the company processes while at the same time demonstrating the ability to think strategically and have a vision of what the company IT needs might be in the future. Collaborates with the other IT Business Services managers and assists IT personnel in understanding the technology needs of the company processes, identifying common needs, and championing efforts within the IT organization to develop cost effective, innovative solutions. Participates in future project and initiative work including due diligence as required. Acts as a point of contact for the company processes into the IT organization. Defines business issues, conducts risk assessment and brings awareness to the IT organization for alternative approaches/solutions. Partners with IT areas to ensure adherence to enterprise standards for infrastructure and applications. Responsible for ensuring that Technology Services are consistently delivered in accordance with service level expectations. Serves as an advocate and champion within IT for the users of IT services.
Duties and Responsibilities: 1. Builds strong relationships with the assigned company processes. Manages the day-to-day relationships between the IT organization and the company processes that depend on the IT organization to provide them with strategic and enabling resources through people, process, and technology. (25%) 2. Understands the IT needs of the assigned company processes, identifies common needs, challenges assumptions, and champions efforts within the IT organization to develop cost effective, innovative solutions that can be leveraged across the organization where applicable. (20%) 3. Communicates openly about the realities of IT and the IT organization, explains and reiterates cost and service level tradeoffs, manages the expectations of users, educates leaders and users about what the company is truly spending on IT and what the role of IT ought to be going forward, and begins to break down the barriers of processes and systems to enable the effective use of IT resources for the good of the company. (20%) 4. Maintain and improve the quality of Technology Services through a constant cycle of agreeing, monitoring and reporting to meet the customers' business objectives. (25%) 5. Develops and reviews goals. Reviews the strategic plan and works with other departments to achieve the goals of the strategic plan. 10%
Education and Knowledge Required: Bachelors Degree in Business, Information Technology, or applicable field or related discipline. 8 - 10 years experience in Information Technology. Strong ability to interact effectively and influence at all levels of the organization. Strong ability to work effectively with multiple business and IT stakeholders. Knowledge and experience with call center technologies and applications. Requires business process expertise and technical understanding of IT and impact on the business. Ability to apply customer relationship management practices. Dedication and commitment to top-quality service and to meeting customer expectations. ITIL (IT Infrastructure Library) certification is a plus. Strong perspective, understanding, and sensitivity towards company business issues. Excellent oral and written communication skills. Strong relationship-building skills. Results-oriented leadership and facilitation capabilities. Creativity and flexibility in analytical skills to facilitate leveraging solutions for a win-win outcome. Speed and responsiveness in the resolution of issues. Natural leadership ability and strong work ethic. Some travel (10-20%) requireddf-tc

Experience/Skills
strategic business objectives

Other desired skills:
IT Business Services Manager - Contact Centers
This job has expired.