Director of IT

The organization

In 1998, 5CA was founded with a simple idea. As society was embracing more technology, they identified a gap to support clients with its use. 5CA’s aim is to give customers that use technology a superior experience, on any channel, and in any language.

From its humble beginnings in The Netherlands, 5CA’s supports clients around the world, from Pakistan to Argentina. While the HQ is still in Utrecht, their global reach now spans 95 countries, thanks to 5CA’s pioneering work-from-home approach. All the CX employees (‘agents’) work 100% offsite using a remote operating model that lets 5CA source and deploy the best international talent. The highly engaged, digitally native agents have the right knowledge and a genuine love for brands.

“5CA’s secure cloud-based ecosystem helps their CX employees worldwide to excel at their job, while the company’s in-depth insights allow brands to fully customize and optimize CX.” Nick Pauli, Chief Executive Officer at 5CA

5CA describes their people as their ‘superpower.’ They give agents a place to feel at home while they work from home. The blended, human-centric culture spans 70+ nationalities, with agents from all walks of life, hobbies and interests. They are culturally strong and diverse.

5CA has rapidly grown from 200 to over 2,000 people, of which 95% work from home: this requires an excellent cloud-based IT structure. The company is hiring a Director of IT who will lead the development of the right technology infrastructure to keep up with the company’s rapid growth.

The position

5CA is a global Customer Experience (CX) provider, with over 2,000 employees – and  growing – who work from home across 95+ countries . This is why a rock-solid cloud infrastructure is key for 5CA’s ongoing success. And the company is now hiring a Director of IT to push the company’s global tech forward towards their brighter future.

Tasks & responsibilities

The cloud infrastructure forms 5CA’s backbone. The Director of IT is needed to sustain and improve a scalable, secure, up-and-running platform that meets 5CA’s various business needs.

The Director of IT will help set the business up for ongoing success with excellent IT. This means to keep the existing systems running smoothly as well as create the vision for future IT infrastructure developments. They will translate business needs into existence as they support and manage the IT team who keeps the company’s systems up and running. The team is made up of 20 people: cloud engineers, CIS admins and architects. 5CA is growing rapidly. The company’s IT is scalable by design; the Director of IT understands the IT requirements of the growing organization and is able to make decisions for the future.

“If the growth continues, which is likely to be the case, in a few years we will have 3,000 to 3,500 agents worldwide working on our platform. Excellent IT is indispensable to reach our ambitions.” David Bos, Chief Technology Officer at 5CA

Communication and stakeholder management is key. This position acts as a linking pin between external clients, the agents and internal business stakeholders related to IT. Reporting to the CTO, the Director of IT works closely with the company’s board and understands 5CA’s strategy and needs. They also remain closely connected to other relevant stakeholders within the business. The Director of IT is part of the 5CA management team and will team up with Directors of Data, Product, Support, Security and Automation.

Candidate profile*

• Minimum of 8 years of experience
• Experienced with Microsoft cloud software
• (Scalable) IT infrastructure
• Connecting business and IT
• Stakeholder management

* Research shows that while male candidates feel confident enough to apply when they meet about 60% of the requirements, female candidates only apply when they tick every box. So if this role has your name on it, but you’re not sure about the criteria, we still want to hear from you.

Interested?

You can apply to this position by using the link below. 5CA has appointed Top of Minds to fill this vacancy.