Stefanini North America and APAC is Hiring a Global Service Delivery Manager II Near Midland, MI
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 Services
Set the strategic direction of the program
Manage to scope of work and change of scopes
Accountable for Service Level Agreements (SLA) and other contractual deliverables
Develop and deliver managerial-level presentations
Chair and participate in both internal and client-facing service delivery meetings
Implement, monitor, and adhere to Best Business Practices
Conduct 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 initiatives
Identify 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 reviews
Leverage 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 Services
Lead focus groups to develop and improve process and procedures
Perform other duties as assigned
What do you need to succeed?
In-depth understanding of IT industry dynamics
Three (3) years' experience managing Field Services teams
Experience managing a global Field Services team(s) is a plus
Financial management experience
Critical thinking and problem solving skills
High tolerance/evolved ability to lead and manage ambiguous situations
Excellent relationship skills
Superior verbal, written, facility and presentation skills
Effective time and project management skills
Ability to manage strategically as well as at a more detailed level as needed
A valid driver's license is required
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;