Vacancy expired!
Due to some of our clients requiring COVID-19 vaccinations, only candidates who are fully compliant with the COVID-19 vaccinations 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. 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?You will oversee a number of teams across the globe providing outsourced IT services to one or more key client(s). This position will work closely with client representatives and requires someone with strong attention to detail, as well as excellent interpersonal skills. You will be responsible for driving strategy within your assigned delivery program(s) in partnership with the Business Unit Leader and Client Success Director. You'll be accountable for the operational results of your teams and will be expected to drive continuous improvement activities. You will also enjoy working with an energetic and dynamic team, engaging at many levels with the client to improve the service delivered to their users.Single Point of Contact (SPOC) for client Responsible for day-to-day global delivery of Field ServicesSet the strategic direction of the program Manage to scope of work and change of scopesAccountable for Service Level Agreements (SLA) and other contractual deliverablesDevelop and deliver managerial-level presentationsChair and participate in both internal and client-facing service delivery meetingsImplement, monitor, and adhere to Best Business PracticesConduct ticket audits, negative survey follow-ups and other quality initiatives Own, investigate and follow-up on high-level escalations Sponsor and drive improvement activities for the account Champion innovation and transformation initiativesIdentify opportunities to expand service offerings Manage financials to budget Assist with development of monthly client invoices Reconcile and approve vendor invoices Hire Stefanini employees and secure vendor resources Establish expectations, provide leadership, direction and coaching to the team Create cohesive team environment through consistent management Conduct formal one-on-ones and performance reviewsLeverage recognition programs to motivate and reward team Provide expertise and insight on new business opportunities Assist with development and launch of new accounts Aide in corporate initiatives Collaborate with colleagues in shaping the future of Field ServicesLead focus groups to develop and improve process and proceduresPerform other duties as assigned
In-depth understanding of IT industry dynamicsThree (3) + years' experience managing Field Services teamsExperience managing a global Field Services team(s) is a plusFinancial management experienceCritical thinking and problem solving skillsHigh tolerance/evolved ability to lead and manage ambiguous situationsExcellent relationship skillsSuperior verbal, written, facility and presentation skillsEffective time and project management skillsAbility to manage strategically as well as at a more detailed level as neededA valid driver's license is requiredWhat 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 companyAgility, flexibility, and innovation are in our DNAFlat organizational structure which enables faster communication and decision making