Senior IT Director

hace 4 días

Bogotá, Bogotá D.E., Colombia Exl Service Colombia Sas A tiempo completo
Company Overview

Exl Service Colombia Sas is a leading provider of IT services, dedicated to delivering exceptional client experiences in the heart of Bogota, Colombia.

Job Summary

We are seeking a seasoned IT professional to spearhead our site operations, ensuring seamless functionality of systems, network, and voice services. The ideal candidate will be responsible for delivering top-notch client service in alignment with our Master Service Agreement (MSA) and Service Level Agreements (SLAs), while fostering strong customer relationships and addressing any process or functional escalations.

Key Responsibilities

Our Senior IT Director will oversee daily site operations, including systems, network, and voice services, in close coordination with the Centralized Technology Operations team. Key responsibilities include:

  • Site Operations Management: Ensure the smooth operation of systems, network, and voice services, driving efficiency and productivity.
  • Client Service Delivery: Deliver exceptional client service, meeting the standards outlined in the MSA and SLAs, and maintaining high levels of client satisfaction.
  • Customer Relationship Management: Act as the primary point of contact for clients, managing relationships, and addressing any process or functional escalations promptly and effectively.
  • Escalation Management: Handle and resolve any process or functional escalations, ensuring timely and effective solutions.
  • Collaboration: Work closely with internal teams to ensure alignment and support for site operations and client service delivery.
  • Reporting: Provide regular reports on site operations, client service delivery, and escalation management to senior management.
Qualifications

The ideal candidate will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, with a minimum of 1 year of experience in IT management, preferably in a BPO (Call center) environment. Strong understanding of systems, network, and voice services is essential, along with excellent client service and relationship management skills, and the ability to handle escalations and resolve issues effectively.

Benefits

We offer a competitive salary and benefits package, opportunities for professional growth and development, and a dynamic and supportive work environment. Salary will be discussed and agreed upon according to experience. Required qualifications include a Bachelor's degree, 1 year of experience, and a strong understanding of IT systems and services. Preferred qualifications include experience in IT management and a strong track record of client service delivery and relationship management. We are an equal opportunities employer and welcome applications from all qualified candidates. Estimated salary: $60,000 - $80,000 per year.

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