Enterprise ITIO Client Services Operations Manager

Sonoco’s Global IT Operations (ITIO) group is a team of innovators who love technology as much as you do. Together, we’ll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality solutions and services. You’ll work in a stable, resilient and secure operating environment where you—and the products and services you deliver—will thrive. This is a once in a lifetime opportunity to take an entire IT department and help transform it into a world-class provider of high-quality services that not only aligns with but anticipates the business needs.

The ITIO organization is focused on delivering exceptional and secure global hosting services across 330+ sites in 37 countries, data centers and via the cloud. All this while designing a state-of-the-art cost effective globally transformed hosting service within a user centric culture across all the ITIO service teams.

Towards this objective, the ITIO organization is looking for an Enterprise ITIO Client Services Operations Manager , is responsible for the operations of the Client Services product team. This is a key leadership role within the IT Infrastructure organization, and you are responsible for a range of solutions that enable all employees to be productive through intuitive and user-centric services. You are a leader who embraces and promotes a modern workplace that allows people to perform their roles effectively and securely from anywhere at any time. The role requires a self-starter with strong technical knowledge, but equally focused on customer service, continuous improvement, and optimizing the global support model. Requires strong IT technical knowledge of Sonoco’s desktop computing environment, onsite and enterprise environment and all associated processes. Has the skill and ability to develop and maintain relationships across departments to keep knowledge current.

This Role Is Primarily Focused Around

• Reporting into the VP, ITIO
• Manage day-to-day work activities, delivery, deployment and ongoing support functions for ITIO Client Services (end user), including planning, directing and coordinating the operational and tactical activities on a daily basis.
• Ensure that all deliverables are met per contract KPI’s/CPI’s (Key/Critical Performance Indicators). Manage technician resources within budget and established service delivery times.
• Analyze ticket trends and report as appropriate. Perform problem analysis and make recommendations for remediation as needed.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day operations and the client experience within area of responsibility.
• Support all initiatives aimed at performance and quality improvement, including leading change management efforts within area of responsibility.
• Develop strategies for continual service improvement. Collaborate with other team managers to ensure the needs of the customer are being met.
• Identify and optimize personnel, technologies and methodologies to meet current and near-term requirements.
• Act as project point of contact/interface with client, subcontractor and supplier organizations.
• Identify and manage risks to team and client success.
• Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations. Oversee documentation of issues, action plan and outcome and distribution within area of responsibility.
• Create and provide required reports and team updates as needed.
• Effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance.

• Plan, organize, and control work activities. Establish, communicate and monitor daily/weekly work objectives. Ensure team has necessary resources, prioritize work and ensure efficient workflow.
• Hire, develop and retain employees to maintain a qualified, motivated and productive team. Assist in interviewing and onboarding. Identify and develop talent, build bench strength on the team.
• Lead team to work collaboratively across the global organization to ensure a seamless transition of work activities from service request to service delivery.
• Promote a respectful work environment. Foster teamwork and inclusion across all employees, work groups, establish and maintain client, peer and subordinate relationships.
• Use HR tools to provide regular feedback and agree upon tasks and goals with employees.
• Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.
• Teach/coach employees on proper processes, skills and use of resources to ensure excellence.

• Lead lessons learned discussions. Imbed and role model lessons learned for process and team improvement. Provide employees supplemental training and assistance as appropriate.
• Encourage employees to contribute new ideas and speak up about issues and concerns, support ideas that should be implemented. Ensure free flow of information.
• Support all levels of management, communicate openly and honestly for maximum understanding of project status. Ensure timely and transparent communication to client, direct reports, peer team and company management.
• Assist in creating and maintaining a positive engagement and communication climate, be accessible, listen to employees address their issues, provide decision explanations.

• Lead for superior client service, empower employees to take appropriate actions to achieve positive client experiences in a 24/7/365 environment.
• Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution.

Job Location : Remote, Charlotte (NC), Hartsville (SC), or many other Sonoco locations

Qualifications

• Proven experience in a combined customer service handling / technical support role
• 7+ years of experience within IT Desktop and/or Onsite support role(s), IT role or equivalent
• Bachelor’s degree preferred
• Experience in End User principles, theories, and concepts in Information Technology
• Understanding of ITIL and ITSM processes and implementation.
• Strong knowledge of Windows and Apple client hardware and operating systems.
• Proficiency with user applications including the Microsoft Office 365 suite, end user device management technologies, e.g. Intune, Systems Center Configuration Manager, Snow, Workspace ONE, or JAMF.
• Experience driving a collaborative culture that values technical depth, accountability, and customer service.
• Experienced with Agile methods, Java, DevOps, ITIL
• Ability to lead global teams consisting of internal employees and external service providers.
• Passion for delivery of Service Management
• A high degree of creativity and “out-of-the-box” thinking
• Ability to think broadly and strategically, balanced with high attention to detail.
• Able to execute on multiple projects simultaneously in fast-paced environments.
• Possesses a services and solution orientated approach
• Strong written, communication, and presentation skills
• Empathy for others and willingness to work for the common goal
• Ability to share knowledge and collaborate by developing content and documentation for distribution to other team members, managers and customers
• Ability to handle pressure situations with clarity, focus and professionalism
• Needs to be adaptable to rapid change
• Able to deal with sometimes challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution
• A very good understanding of “Quality” as it relates to Customer satisfaction.
• Excellent communication and extraordinary personal social skills

Nice to have

• Ability to effectively execute on multiple simultaneous projects
• Ability to work on a fast pace, ever changing global environment
• Outstanding organization skills
• Other hosting and IT certificates a plus (i.e. ITIL, Agile)
• Takes responsibility and achieves results
• Excellent organizing, time management and priority setting skills

Why You’ll Like Working With US:

We care about YOU through employee development, providing excellent benefits, investing in your future, and valuing diversity and inclusion.

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We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.