Director, IT Account Management
2 weeks ago
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About The Job
The Director of IT Account Management strategically interfaces with the IntouchCX IT and Security Organizations for client-facing delivery and management of IT, Security Operations, and Technical Programs.
- Client service delivery of IT and Security operations for a large-scale operation among multiple sites.
- Establish, manage, and improve client's program operations, support, communications and security.
- Provide direct interface and assistance to Client's IT, security, and incident processes with strong support of cross-functional teams within IT and Security.
- Work directly with IT Operations, Security, Release Management, and Vendor Management stakeholders focusing on service delivery.
- Client-facing representation and management of technical initiatives and security compliance processes.
- Join Monthly or quarterly meetings to review internal IT metrics (networking bandwidth capacity, ticket counts/categories, major incident details, etc.) and discuss upcoming projects.
- Work with global infrastructure teams to mature and scale security technologies and processes to meet client contractual standards and the evolution of operations.
- Bachelor's degree with 8+ years of work experience (10+ years of work experience without a degree).
- Background experience in enterprise IT, Security, and Infrastructure management for a large-scale environment.
- 5+ years experience in service management, vendor management, client service delivery, or BPO contact center background.
- Experience with program & project management, vendor management, and/or security operations.
- Prior work within a technical role interfacing with operations, product, or client-facing teams for IT and Information Security.
- Experience with business management and customer service delivery required.
- Strong skills in communication, continuous improvement, and proactive management.
- Proficient technical project management and peer leadership abilities.
- Atlassian Software knowledge: JIRA, Confluence.
- Proficient experience with Microsoft Office 365 and/or Google GSuite.
- SmartSheets or similar Project Management software knowledge.
- MacOS knowledge and proficiency considered an asset.
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