Randstad Director IT Client Support in High Point, North Carolina

Director IT Client Support

job details:

  • location:High Point, NC

  • date posted:Thursday, May 17, 2018

  • job type:Permanent

  • industry:Professional, Scientific, and Technical Services

  • reference:621794

job description

As the Director of IT Client Support for Asia and Latin America, you will manage a team focused on the information technology requirements of our clients including business development, project and change management, and ongoing client relationship management. You will troubleshoot problems, implement solutions, and monitor the effectiveness of the systems that keep us running smoothly.

What you'll do on a typical day:

  • Participate in our business development process to analyze client requirements, determine fit and customizations, develop proposals, develop cost estimates, and present our capabilities and solutions to client prospects

  • Customize information technology statement of work (SOW) in support of contract development

  • Define business problems and their system solutions including analysis of alternatives and ROI

  • Provide oversight and guidance for project management activities; monitor progress and delivery of IT services according to service level commitments

  • Approve schedules, budgets, plans, and approaches; resolve scheduling issues between supporting entities (e.g., operations, other IT teams, suppliers, clients)

  • Provide support to other technology services group functions by preparing technical documentation

  • Implement defined customer support management processes; ensure that client issues are addressed in a timely manner

  • Participate in management escalation and recovery during system outages

  • 50% travel with some extended stays outside the country

What you need to succeed at Our Company:

At a minimum, you'll need:

  • Bachelor's degree

  • Bilingual in English and Spanish or Mandarin

  • 7 or more years of experience in IT management, customer support, and project management

  • Experience leading IT support for organizations operating large-scale transaction processing and decision support software in financial, manufacturing and distribution areas

  • Demonstrated experience in the administration of all areas of IT services activities: business analysis, software development, transaction processing, systems, and user administration

  • Knowledge of contracting procedures in both the commercial and government sectors

  • Financial management experience (cost accounting experience preferred)

  • Implementation and support experience with web-based applications such as, EXceed 4000, order management applications, LPS 2000, ConnectShip, ChainLink, i2's transportation suite, and Logility Voyager

  • Project management experience with large cross functional implementations

  • Expertise and experience in two or more of the following business disciplines: supply chain management, warehousing, transportation, or distribution

  • Thorough understanding of current information systems technologies

  • Excellent planning, client support, communication, leadership, and organization skills

It's be great if you also have:

  • MBA degree