SYKES is now part of Sitel Group®. Visit www.sitel.com for more information.

Program Manager

Objective
The purpose of the Program Manager is to provide governance of a world-class support organization where
it is a visible, interactive management center for assigned Sitel TSaaS clients (B2B and Service Desk). In this
role, the Program Manager is responsible for governing the contracted TSaaS services, ensuring financial
goals are met, developing a collaborative partnership with the client and account manager, to sustain a
high level of customer satisfaction. The Program Manager’s role is also to deliver and improve the TSaaS
services in compliance with the contract through service level attainment, leadership/value add and
continual service improvements. The Program Manager will work closely with Account Management and
site Operations to structure and organize the support to ensure that it makes a positive business impact to
the organization’s bottom line. In instances where there is not a dedicated Account Manager, the Program
Manager may fill both roles. The Program Manager has frequent contact with business unit managers of
the company and client.
Hard skills
  • Education (if beyond High School or equivalent): Business or MIS Degree preferred.
  • Experience Target (in this job or a related function/field): 2-5 years of IT Technical Support Management or Program Management in a global environment. Proven skills in driving successful support projects as well as driving change consistently.
  • Special Certifications: ITIL. Relevant training and Technical Support certifications through HDI or other industry recognized leaders.
  • Other: The TSaaS Program Manager will have to work through many others in the organization to succeed. Providing direct support and recommendations to clients, site leaders and executives as well as oversight and coaching to front-line managers and supervisors throughout the organization.
Soft skills
  • Manage governance for the TSaaS program for assigned clients.
  • Responsible for overall Client satisfaction for TSaaS services.
  • Serve as daily interface between Client, Account Management and TSaaS operations
  • Drive adherence to Statement of Work, contract and proper billing.
  •  Partner with the Account Manager for all contract management activities, related to timely and accurate information regarding contract requirements, scope expansion/changes and contract lifecycle management.
  • Provide input into forecasting support, including volume, demand and revenue information for planning purposes.
  • Inform TSaaS operations regarding projects, seasonal volume changes or other items that are likely to impact volumes so that Sitel properly manages capacity.
  • Work closely with Account Manager to manage Client escalations.
  • Inform Sitel leaders of critical escalation issues via the governance process.
  • Interface with peer level client contacts for related accounts up to and including the attendance of Client meetings and QBR’s when necessary.
  • Proactively engage with key clients and/or clients approaching or in Back On Track status.
  • Monitor performance of services, deliverables, in-scope projects, and ITSM processes used to support the TSaaS operations.
  • Responsible for analyzing reports provided by delivery for the purpose of measuring performance.
  • Oversee TSaaS operations for performance and accuracy of SLAs and key performance metrics.
  • Work closely with TSaaS operations and others to identify and implement continual service improvement initiatives.
  • Propose the implementation of new or emerging process, procedure, methodology or technology to support a new or evolving business need.
  • Provide support to Transition Manager during transition.
  • Understand the TSaaS role in accomplishing the company mission. Communicate this in words and actions and ensure TSaaS associates’ work supports the mission.
  • Lead change and reinforce the culture where the TSaaS is proactive and strategically oriented.
Responsibilities
  • Manage governance for the TSaaS program for assigned clients.
  • Responsible for overall Client satisfaction for TSaaS services.
  • Serve as daily interface between Client, Account Management and TSaaS operations.
  • Drive adherence to Statement of Work, contract and proper billing.
  • Partner with the Account Manager for all contract management activities, related to: timely and accurate information regarding contract requirements, scope expansion/changes and contract lifecycle management.
  • Provide input into forecasting support, including volume, demand and revenue information for planning purposes.
  • Inform TSaaS operations regarding projects, seasonal volume changes or other items that are likely to impact volumes so that Sitel properly manages capacity.
  • Work closely with Account Manager to manage Client escalations.
  • Inform Sitel leaders of critical escalation issues via the governance process.
  • Interface with peer level client contacts for related accounts up to and including the attendance of Client meetings and QBR’s when necessary.
  • Proactively engage with key clients and/or clients approaching or in Back On Track status.
  • Monitor performance of services, deliverables, in-scope projects, and ITSM processes used to support the TSaaS operations.
  • Responsible for analyzing reports provided by delivery for the purpose of measuring performance.
  • Oversee TSaaS operations for performance and accuracy of SLAs and key performance metrics.
  • Work closely with TSaaS operations and others to identify and implement continual service.
  • improvement initiatives
  • Propose the implementation of the new or emerging process, procedure, methodology or technology to support a new or evolving business need.
  • Provide support to Transition Manager during transition.
  • Understand the TSaaS role in accomplishing the company mission. Communicate this in words and actions and ensure TSaaS associates’ work supports the mission.
  • Lead change and reinforce the culture where the TSaaS is proactive and strategically oriented.
  • Provide input in budgeting exercises, business cases, and metrics to gain financial support for TSaaS initiatives.
  • Maintain knowledge about current industry-wide trends, capabilities of the latest technology, and the potential impact on the support business, and partner with operations relative to leveraging products, services, and information.
  • Assist in marketing the value and initiatives of TSaaS to the appropriate parties.
Benefits
  • Work at home.
  • English.

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.