Job Description

YOUR MISSION

The IT Senior Onsite Manager is responsible for the end-to-end IT services delivered at your Sitel facility. The role is responsible for ensuring IT services are defined, measured, reported, and continually improved to meet the evolving needs of business. The role also champions IT security and compliance at the Sitel facility.

ABOUT THE JOB

The IT Senior Onsite Manager works with Sitel Operational and Support teams to ensure the delivery and continual improvement of end-to-end services in accordance with their Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Support Models.

In addition, the role is responsible for ensuring that 3rd party suppliers deliver to SLAs and performs regular reviews of vendor service delivery.

LOCATION
The Victoria & Alfred Waterfront in Cape Town.

KEY RESPONSIBILITIES

• Manage information technology and computer systems, in a Windows environment.
• Plan, organise, control and evaluate IT services regularly
• Supporting the IT Service Delivery management team and Project Management Office in implementing new clients and ensuring technically our clients are running with optimal performance.
• Manage the BAU IT operations via the IT ticketing tool and prioritising work accordingly.
• Ensuring major Incidents are managed and priortised at the site level.
• Manage any applicable IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
• Adhere to all corporate and IT / security policies and procedures.
• Ensure security of data at the site IT level and supporting the overall corporate security ethos.
• Identify problematic areas and implement strategic solutions over time in co-ordination with Operational and IT colleagues.
• Support audits both internal and external.
• Manage local site/country asset management
• Regular site / country communications on IT activities.

KPI's

• Ticket Queue Management
• Ensuring site management meetings are attended and communicated within the IT team

WORK EXPERIENCE

• Proven working experience as an IT engineer preferable in a BPO organisation
• 3+ years in an IT technical management role (1st / 2nd level)
• Awareness of cyber technology and IT security processes and protocols
• Strong communicator both verbal and written
• Calm and organised persona
• Ability to manage a small technical team and advantage

EDUCATION & CERTIFICATIONS

• A level (UK) or equivalent / Degree preferable
• MS technical certifications beneficial

Application Process

We will review your application and if you are invited to an interview, please note that this will be via video call on Teams.

Apply now! And we look forward to reviewing your application.

SITEL VALUES

Be Bold!

• Take calculated risks. Status quo cannot be maintained and we must always grow.
• Having the crucial and difficult conversations to get the results needed.
• Staying open minded when solutioning/new business, etc
• Identify efficiencies in our P&L that can reach a more profitable status.

Build Trust!

• Actively engage, not waiting to be called on
• Communicating fearlessly, even knowing that what you’re saying may not be popular
• The ability to give constructive feedback in a safe meaningful way
• Communicating regularly with Team, responding to their needs in a prompt manner

Work Together!

• Allow all site leadership to have a voice. Guide don't direct.
• Creating a fun environment that makes all associates proud to say they work for Sitel.
• Building relationships, with every department, clients, vendors etc to create solid partnerships.
• Empower team members on projects that can help them develop their leadership skills.
• Empower team members on projects that can help them develop their leadership skills.

Wow Customers!

• Engaged employees provide excellent service.
• Ensuring every interaction from associate to client is a positive interaction.
• Listen intently in client & leadership calls, for focus, direction and ways to improve
• Build rapport with our clients after a strong communication model where the transparency and trust is the foundation of the relationship.

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Victoria & Alfred Waterfront, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Be able to attend an interview via video call