TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. At TeleTech, technology is the backbone of our business. Behind the scenes of every workstation, service delivery center, client solution, and business innovation is a vast and sophisticated technology infrastructure that makes everything we do not only possible, but positions us as a market leader in delivering highly efficient, sustainable, and successful solutions to our Fortune 1000 clients. To stay at the forefront and leap frog our competition, TeleTech is committed to creating game changing technology that delivers unprecedented value. Additional leadership has strengthened our IT organization and has re-enforced our commitment to hiring top talent in conjunction with cultivating our internal human capital.
Position Summary:
The Manager of Systems Engineering must be comfortable managing a highly specialized team within a fast paced, flexible environment. He or she must be comfortable in a role that is hands-on with the implementation and support of technology. The Manager of Systems Engineering is a key player in the strategic planning processes for the TeleTech IT organization, acting as one of the lead advisors to the Director of Systems Engineering.
Areas of emphasis include Microsoft Active Directory, Microsoft Exchange, VMWare ESX, and Storage Area Network (SAN). The Manager of Systems Engineering role will encompass the strategic planning for rapid growth in each area, development of strong vendor partnerships and the implementation of best practices to ensure that performance, compliance and security requirements are met.
The Manager of Systems Engineering will be responsible for developing and cultivating relationships with IT architects and managers to determine current and future enterprise infrastructure needs, ensuring that the organizations' systems needs are met and technology strategy and standards are established. It will be the responsibility of the Manager of Systems Engineering to establish processes that guide projects from scoping requests through implementation to a hand-off point for ongoing support. The Manager of Systems Engineering will also be responsible for developing standards and practices that ensure effective and consistent operations while still protecting information resources.
Job Specifications -
• Manage a staff of domestic and international employees and serve as the team liaison for the hiring process, work allocation, scheduling, training, professional development and performance evaluation
• Develop, implement, and maintain policies, procedures, and training plans for infrastructure administration and project management
• Establish project processes, including standards, peer reviews, ongoing monitoring and reporting, prioritization, and statistical analysis
• Design and implement a department services catalog, including ongoing maintenance and updates necessary after engaging other IT Services departments
• Work with the department director for budgetary planning strategies, including project prioritization
• Support projects end-to-end initiated by various internal clients and business units including new project and client launches, internal technology efforts, and migration activities related to mergers and acquisitions
• Work with director to develop short- and long-term strategic departmental plans that support overall corporate and IT strategy
• Help establish review processes and strategies for new technologies to best enable customer and employee base by engaging architects and primary engineers
• Maintain relationships with vendors and suppliers, as well as the TeleTech procurement team to support strategies for purchases and maintenance systems
• Establish and meet service level agreements for uptime and issue response
• Qualifications -
• Experience with COBIT or other IT management frameworks and methodologies
• ITIL and/or Six Sigma certified
• Managerial background in operations over large teams
• Certified in Microsoft Technologies with a strong background in Windows, Active Directory, Server, Exchange, SMS, ISA, SQL Server
• Proven background in process transformation
• Previous experience working directly with external clients
• Experience developing budgets for large technology operations
• Ability to advocate and ensure a superior level of customer service
• Experience with building, leading and mentoring highly technical teams
• High level of understanding of business continuance and disaster recovery planning processes
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centers in 16 countries. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.
