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Teleperformance USA Global Senior Director of IT Process Engineering in Madison, Wisconsin


We are looking for a strategic leader focusing on process design and efficiencies to join our global IT digital transformation team. The Senior Director of Process Engineer is responsible for identifying, documenting, and recommending improvements to IT-related processes. This position will provide leadership and vision to build a process engineering function to transform IT into a service management organization. This position will play a key role in digitizing and automating IT-related services.


  • Recruit, mentor, and maintain a top skilled, diverse organization

  • Define the infrastructure and technology operations strategy to support the business needs for scalability, growing demand for capacity, and associated Quality of service (e.g., performance, reliability, and disaster recovery measures). Define requirements for new technology implementations and communicate them to key business stakeholders.

  • Develop and implement the service, people, and management processes necessary for delivering the right set of services at the right level for the enterprise.

  • Analyze and improve upon process standards to maintain a technological and competitive edge within the market.

  • Present to Executive team regularly support metrics such as processes documented by area and geography, process improvements implemented, staff productivity levels, overall achievements of the process engineering team, and roadmaps for future initiatives.

  • Establish process framework methodologies to enable a repeatable approach for intake requirements

  • Document IT services, including definitions, service levels, workflows, and costs.

  • Provide feedback on improvement of processes based on industry best practices

  • Engage with all service areas globally within IT and build trusted relationships

  • Conduct weekly project update meetings to keep leadership informed of progress and challenges


A degree holder in business administration, computer science, or equivalent experience.

  • 10+ years in information technology managing diverse teams

  • Demonstrated success leading IT service management modernization and transformation for a technology company of comparable size with minimal disruption.

  • Experience with ITSM solutions and ability to align standardized processes and services across each area of service management

  • Solid understanding of service management as it pertains to IT services

  • Technical experience with systems networking, databases, infrastructure, and user support.

  • Exposure to business processes, management, budgeting, and business office operations.

  • Experience with acquisition due diligence and integrations

  • Strong verbal and written communication skills

  • Comfortable conversing at every level of the business

  • Fluent English is a requirement

  • Ability to engage cross-functional teams globally

Useful Certifications

  • IT Infrastructure Library Managing Professional (ITIL v4)

  • Six Sigma Yellow Belt or higher