Sr. Account Liaison

Sr. Account Liaison
US - IA - Davenport/Other

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.                 

What will you do?

As BCG’s Global Service Desk manager you are responsible for delivering the highest standards of service to our internal customers by making the most effective and efficient use of our Service Center vendors and internal customer experience technology resources. The Service Desk Manager reports to the Global Service Center Director in Singapore and is embedded at our outsourced service center delivery site in Davenport, IA. - working closely with vendor management to drive high quality outcomes and best practices. You are very familiar with ITIL processes and SLA and KPI led vendor management practices. You thrive in a demanding and complex 24/7 environment and communicate regularly with senior stakeholders across the globe. You are data-driven and analytical and enjoy preparing and conducting presentations and pursuing constant service improvement outcomes. The role requires regular travel to our BCG offices and vendor service delivery sites around the globe.

  • Ensuring the efficient and effective operation of our multilingual, multi-vendor
  • Service Desk
  • Elaboration and implementation of sophisticated Customer Experience strategies for the development of our Service Desk
  • Setting and meeting performance targets for Quality, Speed, Efficiency,
  • Cost & collect and analyse statistics about those metrics while driving continuous service improvement
  • Monitor random calls to improve quality, minimize errors and
  • track operative performance and vendor adherence
  • Handling the most complex customer complaints or enquiries
  • Drive continuous service improvement initiatives and make recommendations towards Management based upon customer feedback and insight.
  • Information and communication management
  • Liaising with supervisors, team leaders, operatives and third parties to gather information, resolve issues and improve processes
  • Prepares Service Desk performance presentations (collecting, analysing, and summarizing data and trends) based on Service Now reports
  • Owns and advances vendor KPIs and contracts for continuous improvements
  • Feeds back Service Center utilisation data to IT Management and highlights automation and process improvement and shift-left opportunities
  • Drives technology and process innovation at the Service Desk
  • Owns and further develops persona based Customer Experience improvement                                                                                                                           

What do you need to succeed?

  • Minimum of a Bachelor's degree
  • ITIL or CCCM certification is a plus
  • Service Now experience is a plus
  • Experience as Senior Service Desk / Contact Center / Call Center Manager
  • SDM  / Help Desk Manager experience
  • Ability to travel domestically and internationally
  • Global Help Desk Experience
  • Business acumen
  • Professional presence and communication skills
  • Metrics, KPIs, and ability to use data to identify process inefficiencies

Functional, interpersonal and teaming skills

  • Excellent communication, management and  skills
  • Willingness to travel and operate in a truly global and multi-cultural 24/7/365 fast paced and highly customer centric, quality driven environment
  • Ability to set the strategic direction of the team
  • Strong stakeholder management skills
  • Solid understanding of contact centre reporting and budgeting procedure
  • Crisp problem solving, analytical skills and decision making skills
  • Experience working with a Consulting or similar type of billable-hours firm
  • Business Process Management
  • ServiceNow or similar ticketing system and reporting analysis
  • KnowledgeBase Management

Leadership, impact and change

  • Ability to successfully influence across an organization effectively leading change, originating ideas and championing and gaining commitment
  • Ability to manage strategy development, work priorities and processes to ensure clear customer focus and input
  • Recognized for high quality and high impact result for self and team within organizations strategic direction
  • Strong communication, listening and presentation skills, able to handle senior stakeholders with tact, passion and sharp analytical skills
  • Consistently challenges traditional way of doing things in a respectful and collaborative manner – moves beyond the obvious

What you’ll get

  • Work 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 different

  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making;

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities:  https://www.youtube.com/watch?v=j8O37KNINdY

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