Sr. Manager - IT Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

An exciting opportunity has arisen for a Sr. IT Services Manager to become part of our existing Global Services Management team. We are looking for an experienced, dynamic & confident IT Services Manger who thrives in the fast-paced world of IT, who wants to take the ownership & accountability of solving technical challenges. Eager to supervise and coordinate incident management, utilize knowledge accumulated from partnering with Service Management team. 

The role will be based out of Genesys Menlo Park office and reports directly to the Global Director of IT Services, AV & Services Desk. The Successful Candidate will be responsible for leading a team of employees who are based throughout Genesys offices in North America and LATAM. 

Key success factors for this position are ability to partner and coordinate with other key IT functional leaders, closely monitor and report support KPI’s. Engage with Genesys employees and key business stakeholders for support related matters and align support operations with the priorities of the business. Sr. IT Services Manager will strive to expand the efficiency and capability of out enterprise IT client computing ecosystem through continuous process improvements, automation and AI. Proactive & accountability mindset with excellent communication skills. 

JOB DUTIES & RESPONSIBILITIES 

• Manages IT team members, allocating responsibilities and work, and delegating responsibilities as appropriate. 

• To ensure that IT services desk support and training are delivered to the highest possible standards across EMEA regions. Measured by excellent satisfaction levels across the business stakeholders and to act as the senior escalation point of IT support issues. 

• Partners with peer domestic and internationally located IT managers to ensure operational conformance with global IT Services policies and procedures and aligns operations with IT Security compliance policies. 

• Owns service and support related escalations and provides customer focused support for complex issues and requests. 

• Sets performance targets, and monitors progress against agreed quality and performance criteria. 

• Implement IT services strategy in line with IT requirements of the winder business initiatives. 

• Develops and enforces request handling and escalation policies and procedures following ITAM and ITSM best practices.  

• Operational management of all monitoring, maintenance, deployment and support of end user points, services, network appliances, telephony and applications. 

• Managing IT for 33 Genesys offices throughout EMEA region. Galway, Budapest, Paris, London, Riyadh, Tel Aviv, Dubai, Milan, Madrid are some of the examples of offices in EMEA. 

• Manage 3rd party contracts to ensure services levels are in line with the business strategic aims. 

• Mana