Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.
Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.
The ICT Business Partner is the linking pin between the users, organization and the ICT departments Infrastructure, IT Product Applications and BackOffice systems; the ICT Partner collects additional information from the client, and takes into account wishes and demands from our contact centers across EMEA. Subsequently, the ICT Business Partner translates this additional information; make functional designs and translate these into activities. Keep track on progress within our internal departments (IT-Infra, ICT-applications and BackOffice automation) and align within our client teams as a proactive IT consultant for our Customer Care client management. For our IT Business partner group we have a vacancy as Team Manager for this European team.
The Conduent manager IT Business Partner is as project- and changemanager- and senior IT-consultant for Delivery Managers and Client Team Managers from Conduent Customer Care Service delivery (operations/business). Regular IT-issues-, operational c requests will be managed out of our Servicedesk services.
Key tasks & responsibilities:
Manage the IT Business partner team with coverage of expertise in Netherlands, Germany, France and UK as primarily focus. Romania-, Turkey, Colombia and Brazil as secondary task
Manage consultancy and project management with representatives of the client with respect to the needs and requirements, resulting in an agreed package;
Translate customer needs and requirements to internal service delivery;
Preparation of functional design and project implementation plan (can also apply to project changes);
Coordinate, execute and control the activities within the implementation plan, as well as monitor the planning;
Transfer of a complete service delivery package to the Delivery Management and/or Client Team Manager;
Ensure follow-up during the first period of operational service delivery;
On request- and proactively support the Delivery Management (with knowledge, expertise) on ICT Infrastructure, Call center applications and all IT-related topics;
Support the Sales & Account management in the sales process and if necessary contribute with IT added-value to the proposition of any tender.
Education level: HBO+;
Excellent communication and social skills;
Affinity with ICT solutions for call centers;
Good structuring, planning and organizing skills;
Well-developed analytical skills and numerical understanding;
Commercial, business policy and organizational sensitivity;
Solution- and results orientated;
PRINCE2 certification is an absolute plus;
Experience with call center environment is a plus;
Good command on English language (spoken and written), the French, German, Spanish or Dutch language is a plus.
Experienced IT manager
Innovative drive on IT;
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
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