Director of IT Client Support

8 - 10 years experience  •  Moving & Storage

Salary depends on experience
Posted on 07/26/17
High Point, NC
8 - 10 years experience
Moving & Storage
Salary depends on experience
Posted on 07/26/17

XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Disney, Pepsi, L'Oréal, Toyota and many others. We're growing worldwide. And we're constantly looking for talented individuals at all levels who can deliver the caliber of service our customers require. If you're ready to give us your best, let's talk. We'd like to invest in you. (NYSE: XPO)

The Director of IT Client Support manages a team focused on the information technology requirements of XPO clients including business development, project/change management, and ongoing client relationship management. Ensures the execution of client management is consistent and per defined and documented XPO policies. Supports the expansion of XPO's business based on current goals and strategies.
Essential Functions

  • Participates in XPO's business development process to analyze client requirements, determines fit and customizations, develops proposals, develops cost estimates, and presents XPO capabilities and solutions to client prospects
  • Customizes information technology statement of work (SOW) in support of contract development
  • Identifies new business opportunities with existing clients and develops proposals for additional services
  • Defines business problems and their system solutions including analysis of alternatives and ROI
  • Provides oversight and guidance for project management activities
  • Approves schedules, budgets, plans, and approaches
  • Resolves scheduling issues between supporting entities (operations, other IT teams, suppliers, clients)
  • Participates in selection of business systems related technology
  • Provides support to other TSG (Technology Services Group) functions by preparing technical documentation
  • Implements defined customer support management processes
  • Ensures that client issues are addressed promptly
  • Monitors progress and delivery of IT services according to service level commitments
  • Participates in management escalation and recovery during system outages
  • Defines client support-related policies and procedures and monitors adherence with senior department management
  • Ensures that all functions are performed in accordance with TSG and XPO business practices and procedures
  • Acts as liaison for HR on staff-related issues
  • Provides work direction to the team
  • Performs work prioritization
  • Provides professional development to team members
  • Works on special projects at the direction of the senior department and company management
  • Respond to "on call" issues outside of scheduled work hours

Knowledge, Skills, and Abilities

  • Seven to ten (7-10) years of experience IT management, customer support, and project management
  • Experience in managing IT support for organizations operating large-scale transaction processing and decision support software in financial, manufacturing and distribution areas
  • Experience in administration of all areas of IT services activities:  business analysis, software development, transaction processing, systems, and user administration
  • Experience with contracting procedures in both the commercial and government sectors
  • Experience with financial management (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
  • Proven use of formal project management practices
  • 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

BS/BA degree required.  Master's degree preferred


We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard torace, sex, disability, veteran, or other protected status.

Requisition Id:  25469

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