IT Director PH

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were they built it. Many companies view their customer care as a cost center but we believe it can be so much more! If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business.

JOB SUMMARY

The IT Director is responsible for leading the overall technology strategy infrastructure and operations of the BPO organization. This role ensures secure scalable and high-availability IT systems that support 24/7 operations client requirements and regulatory compliance. The IT Director partners closely with executive leadership operations and clients to align technology initiatives with business goals while maintaining service excellence.

Key Responsibilities

Strategic Leadership

• Develop and execute the companys IT strategy aligned with business objectives and client SLAs.

• Serve as a trusted advisor to executive leadership on technology cybersecurity and digital transformation.

• Lead IT planning for growth including new client onboarding site expansions and scalability needs.

• Establish IT governance policies and standards across the organization.

IT Operations & Infrastructure

• Oversee day-to-day IT operations supporting contact center and back-office functions.

• Ensure high availability performance and reliability of systems including networks servers cloud platforms telephony and end-user computing.

• Manage BPO-critical systems such as:

  • Contact center platforms (VoIP dialers CRM ticketing systems)

  • Workforce tools (WFM QA reporting)

  • Business productivity tools (Microsoft 365 Google Workspace collaboration platforms)

• Lead incident management root-cause analysis and continuous service improvement.

Cybersecurity Risk & Compliance

• Define and enforce cybersecurity policies controls and incident response plans.

• Ensure compliance with client and regulatory requirements (e.g. ISO 27001 SOC 2 GDPR HIPAA PCI-DSS depending on clients).

• Conduct regular risk assessments audits and vulnerability management.

• Partner with clients during IT security audits due diligence and compliance reviews.

Client & Stakeholder Management

• Act as the primary IT escalation point for clients and internal stakeholders.

• Support sales and client onboarding by providing technical inputs security documentation and infrastructure readiness.

• Translate complex technical concepts into clear business language for non-technical audiences.

• Maintain strong cross-functional collaboration with Operations HR Finance and Compliance.

Team Leadership & Development

• Lead mentor and develop IT managers engineers and support teams.

• Build a high-performing service-oriented IT organization.

• Drive skills development succession planning and performance management.

• Promote a culture of accountability documentation and continuous improvement.

Budgeting & Vendor Management

• Own the IT budget forecasting and cost optimization initiatives.

• Manage relationships with vendors MSPs telecom providers and software partners.

• Negotiate contracts SLAs and licensing agreements.

• Evaluate and rationalize tools and technologies to maximize ROI.

Qualifications & Experience

• Bachelors degree in Information Technology Computer Science or a related field.

• 812 years of progressive IT experience with at least 4 years in a senior leadership role.

• Proven experience in a BPO shared services or 24/7 operations environment.

• Strong knowledge of:

  • Network infrastructure cloud platforms and endpoint management

  • Contact center technologies and VoIP systems

  • IT service management frameworks (ITIL Agile DevOps)

  • Cybersecurity best practices and compliance standards

• Demonstrated experience managing large IT teams and complex vendor ecosystems.

Preferred

• Experience supporting US clients.

• Certifications such as ITIL CISSP CISM AWS/Azure or PMP.

• Experience leading ISO 27001 SOC 2 or similar audits.

• Exposure to automation AI or advanced analytics in BPO environments.

Key Competencies

• Strategic thinking and business acumen

• Strong leadership and people management skills

• Excellent communication and stakeholder management

• High sense of ownership and accountability

• Ability to thrive in fast-paced high-availability environments

• Strong problem-solving and decision-making skills