IT SENIOR MANAGER

Functional overview

The Director, Technology will be responsible for leading the Information Technology team by providing services to clients, and overseeing IT infrastructure services required to support local operations. This individual must understand and be part of establishing key objectives, and processes directly affecting the shared services activities, with the ability to drive service improvement, and technology enhancements while leading a team of professionals. This role will be responsible for account management as it relates to IT Consulting services; setting clear standards for cost-effective and high-quality services.

Duties and responsibilities

• Manages technical staff in delivering services in-line with client expectations
• Manages client relationships by communicating affectively using email and periodic phone calls
• Oversees recruiting and talent management to ensure business continuity
• Implements operational processes to monitor & protect infrastructure from threats and meet business uptime requirements
• Responsible for 24x7 technology support of workstations, network connectivity, and systems infrastructure
• Manage IT budget and negotiates software & infrastructure licenses
• Mentors team members and facilitates ongoing training & employee growth
• Ensures deliverables are on time, within budget, and meet quality levels expected by clients
• Provide IT vendor oversight

Minimum competencies

• Proficiency with MS Word, Excel, Visio, PowerPoint and Outlook to create complex documents, manage schedules, create process flows, and analyze data
• Experience with one of the Agile methodologies such as Scrum, Kanban, or Disciplined Agile Delivery
• Working knowledge of web-based technology platforms.
• Experience with Networking and Systems administration

Minimum qualifications

• Bachelor's degree in Information Technology/Computer Science or in a related technical discipline
• Minimum 10+ years IT experience delivering offshore services to international clients
• Experience managing technical staff and strong project management skills
• Knowledge of Call Center infrastructure and network connectivity
• Experience overseeing Agile software delivery teams
• Experience managing across time zones