Director, IT will be responsible for overseeing the company’s infrastructure, technical operations, architecture, engineering, and IT support (either directly or indirectly) for the locations across the US.  All US systems and implementations must meet US requirements but also adhere to global company policies and strategic initiatives. The candidate must have strong communication and managerial skills, in-depth knowledge of infrastructure and technologies and experience with cloud-based solutions. Experience in data security, risk management, and compliance requirements is also required. 

 

Your Tasks

Provides strategic and tactical planning, development, evaluation, and coordination for the company’s information and technology systems and infrastructure 

Facilitates communication between staff, management, vendors, and other technology resources within the organization. 

Responsible for representing the US SCS IT department as needed for client requirements 

Responsible for designing solutions and supporting RFQ

Evaluates the systems that support end-users in the productive use of computer hardware and software. 

Oversees and evaluates system security and backup procedures in coordination with the global IT and Risk teams. 

Has the ability to be a “hands-on” leader with several technical disciplines. 

Provide local and remote management of Infrastructure Operations in a manner consistent with company policies and practices. 

Manage availability and responsiveness of enterprise technology to ensure compliance with requirements and overall goals of the organization are met. 

Manage vendor responsible for global desk, incident, and problem management processes, with a key focus on any US topics 

Support purchasing department to coordinate and negotiate services with various carriers/vendors necessary for the operation of all SCS US sites and services. 

Ensure all hardware, software, and database problems are solved in a timely and efficient manner, including overseeing disaster recovery operations and involved personnel.  

Prepare and manage the organization to Key Performance indicators to assure consistent and accurate support.  

Develop strategic plans and implement the objectives of the information technology needs of the solution group to ensure the computer capabilities are responsive to the needs of the solution group's growth and objectives in alignment with all global initiatives and goals.

Ensure the security of the information systems, domains, and equipment.  

Responsible for IT services across US affliates

Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures.  

Serve on planning and policy-making committees.  

 

Your Profile

Minimum of 10 years of experience with increasing responsibilities for management and support of information technology systems and infrastructure within a multi-location environment.  Experience should also include exposure to both shared and outsourced solutions, as well as support of in-house information and communication systems in a multi-site client-server environment.   

Strong knowledge of local and wide area network design, implementation, and operation in a globally distributed contact center environment. 

Azure cloud, networking

Hands-on experience managing an IT environment that meets ISO27001 compliance certifications 

Strategic technology planning, execution, and policy development 

Solid understanding of computer systems characteristics, features, and integration capabilities 

Extensive knowledge of data processing, hardware platforms, enterprise software applications, and outsourced systems 

Excellent Understanding of Information Security 

Strong management and team-building experience 

Excellent understanding of project management principles

Proven experience in planning, organization, and development 

Demonstrated ability to apply technology solutions to business challenges 

In-depth knowledge of applicable laws and regulations as they relate to technology issues 

Knowledge of various office productivity software programs such as word processing, databases, spreadsheet programs, and communications software. 

Effective verbal and written communications skills and effective presentation skills, all geared toward coordination and education. 

Ability to negotiate and defuse conflict. 

Self-motivator, independent, cooperative, flexible, creative. 

Willingness to domestic and/or international travel when necessary,

Experience in strategic planning and execution. Knowledge of change management. Knowledge of information technology computer systems and software and the ability to manage the entire spectrum of information technology operations. Experience with implementation of information technology integrations in a medium division/company.  

Work requires professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings.  

Bachelors Degree in information technology or computer science or ten years of experience in a senior-level information technology position.  

Work requires willingness to work a flexible schedule and travel as required.   

 

We Offer Medical, Dental, Vision, Life Insurance, and Disability Pay.   401(k) with company matching up to 6%.   Paid Time Off, including paid holidays.   Flexible Spending Accounts.   Voluntary benefits such as legal and financial assistance, pet insurance, and more.   Employee Assistance Program.   Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.   Commuter benefits.   Employee engagement activities.