Director, EUS NA Logistics

Director, EUS NA Logistics

Vacancy expired!

GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Job Summary
The Director of IT will guide and direct the IT vendors, contractors, and employees necessary to ensure successful agent productivity while working remotely. This is a transformation role.
Job Responsibilities

• Provide leadership and oversight of all aspects of the remote computing experience for agents
• Expert in leading enterprise end user technology transformation initiatives with Microsoft products, cloud platforms, client-provided tools, VDI, secure endpoint management products
• Deliver operational stability in close collaboration with the Platform Engineering, Network Services, Service Management, Information Security, and IT Operations teams.
• Define, socialize, and deliver against operational metrics for agent support initiatives
• Deliver value with a fulfillment and logistics platform for at-home PC delivery
• Collaborate across the global regions to deliver a roadmap for End User Computing (EUC).
• Manage global teams to increase performance and ensure company outcomes
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Qualifications:

Education:
Required:

• High School Diploma or GED

Preferred:

• Bachelor's Degree or equivalent work experience: Information Security, Computer Science, Information Management, Business or related field.

Experience:
Running global teams across regions; leveraging contractors to achieve short- and long-term outcomes; directing remote support and guided by metric outcomes; strong project execution; long-term strategic goal building
Knowledge, Skills, Abilities & Other Characteristics:

• Track record of operating global teams
• Agile and Scrum delivery methodologies
• Budget and Forecasting capabilities
• Change management
• Excellent written, verbal and interpersonal communication skills.
• Ability to multi-task and adapt to change.
• Proven track record of meeting or exceeding customer experience and financial objectives
• Ability to maintain the highest level of confidentiality.
• Strong analytical and presentation skills.
• Proven track record in a metric focused environment.
• Strong process orientation skills and project management abilities.
• Excellent leadership and organizational skills.

Career Level Attributes:

• General Profile: Provides leadership and development to managers and professional staff. Is accountable for the performance and results of one's area and manages multiple related teams. Sets area priorities and allocates resources; executes area business plans. Decisions are guided by resource availability and organizational objectives. Applies in-depth understanding of the business dynamics of own area integrates within the sub-function.
• Functional: Requires a comprehensive understanding of internal and industry vertical standards and principles.
• Business Expertise/Acumen: Integrates industry vertical best practices in own area to the achieve objectives of sub-function and function.
• Leadership: Leads through subordinate managers of managers; executes area / sub-function strategy. (Operations) Leads multi-site or large site (FTE TBD)
• Problem Solving: Identifies and resolves complex multi-dimensional business problems; escalates non-routine matters appropriately with recommendations for resolution.
• Impact: Impacts the business results of an area by setting priorities, allocating resources, and developing policies and plans. Guided by area business plans.
• Interpersonal Skills: Influences others internally and externally, including executives, vendors or regulators.

Equal Opportunity Employer - Veterans/Disabled