Document:

Exhibit
10.19

DATED 23 February 2006

 

SITEL Europe Limited

- and -

ROBERT SCOTT MONCRIEFF
ESQ

 

 

SERVICE AGREEMENT

 

 

 

TAYLOR WESSING

Carmelite

50 Victoria Embankment

Blackfriars

London EC4Y ODX

Tel No: 020-7300 7000

Fax No: 020-7300 7100

SMN/NRB

 

INDEX

	
  Clause

  	
   

  	
  Page No.

  
	
  1.

  	
  Definitions and Interpretations

  	
   

  	
  1

  
	
  2.

  	
  Position and Terms

  	
   

  	
  3

  
	
  3.

  	
  Remuneration

  	
   

  	
  4

  
	
  4.

  	
  Pensions and benefits

  	
   

  	
  5

  
	
  5.

  	
  Holidays and Holiday Pay

  	
   

  	
  6

  
	
  6.

  	
  Sickness/Incapacity

  	
   

  	
  7

  
	
  7.

  	
  Duties

  	
   

  	
  8

  
	
  8.

  	
  Performance of Duties

  	
   

  	
  9

  
	
  9.

  	
  Working Time

  	
   

  	
  9

  
	
  10.

  	
  Garden Leave

  	
   

  	
   

  
	
  11.

  	
  Expenses

  	
   

  	
   

  
	
  12.

  	
  Confidential Information and Trade Secrets

  	
   

  	
  10

  
	
  13.

  	
  Intellectual Property Rights

  	
   

  	
  11

  
	
  14.

  	
  Outside Interests

  	
   

  	
  12

  
	
  15.

  	
  Termination of Directorship

  	
   

  	
  12

  
	
  16.

  	
  Termination on the happening of certain events

  	
   

  	
  12

  
	
  17.

  	
  Suspension

  	
   

  	
  13

  
	
  18.

  	
  Executive’s obligations on termination of employment

  	
   

  	
  13

  
	
  19.

  	
  Effect of termination of this agreement

  	
   

  	
  14

  
	
  20.

  	
  Restrictive Covenants

  	
   

  	
  14

  
	
  21.

  	
  Reasonableness of Restrictions

  	
   

  	
  14

  
	
  22.

  	
  Grievance and disciplinary procedure

  	
   

  	
  15

  
	
  23.

  	
  Prior Agreements

  	
   

  	
  15

  
	
  24.

  	
  Notices 

  	
   

  	
  15

  
	
  25.

  	
  Miscellaneous

  	
   

  	
  16

  
	
  26.

  	
  Law and Jurisdiction

  	
   

  	
  16

  
	
  SCHEDULE 1 Sales & Marketing Staff

  	
   

  	
  17

  
	
  SCHEDULE 2 Severance payments

  	
   

  	
  20

  
	
  Signing clauses

  	
   

  	
   

  
	
  Appendix

  	
   

  	
   

  

 2
 

 

THIS AGREEMENT is
made on 23 February 2006.

BETWEEN

(1)          SITEL Europe Limited, the registered office
of which is at Merit House, Timothy’s Bridge Road, Stratford upon Avon,
Warwickshire, CV37 9HY (the “Company”); and

(2)          Robert Scott Moncrieff of 211 Ice Wharf 17
New Wharf Road London N1 9RF (the “Executive”).

INTRODUCTION

The Company has agreed to employ the Executive and the
Executive has agreed to be employed by the Company on the terms and conditions
contained in this agreement.

AGREED TERMS

1.                          Definitions
and Interpretations

1.1                     In
this agreement and the recitals and schedules the following expressions shall
have the meanings set out opposite them:

“Accounting Period” means 1 January to 31
December in each year.

“Board” means the board of directors of the
Company from time to time or any committee of the Board duly appointed by it;

“Business Day” means any day other than a
Saturday, Sunday or any other day which is a public holiday in the place or
places at which the transaction in question is being effected or the notice in
question is effected;

“Compensation Committee” means the
Compensation Committee of the board of directors of SITEL Corporation;

“Effective Date” means the date of this
agreement;

“Employment” means the employment
established by this agreement;

“Group” means the Company and its Group
Members;

“Group Member” means the Company, any
holding company of the Company (as defined in s736 of the Companies Act 1985)
and any subsidiary undertakings of the Company or such holding company and “Member of the Same Group” as any entity
means any group undertaking as so defined of that entity;

“Holiday Year” means a period of 12 months
from 1 January in each calendar year to 31 December in the following calendar
year;

“Scheme” means the SITEL UK Group Pension
Scheme; and

“Termination Date” means the date on which
the Executive’s employment under this agreement terminates.

 3
 

 

1.2                     In
this agreement and the recitals and the schedules:

a)              reference
to any statute or statutory provision includes a reference to that statute or
statutory provision as amended, extended or re-enacted and to any regulation,
order, instrument or subordinate legislation under the relevant statute or
statutory provision;

b)             reference
to the singular includes a reference to the plural and vice versa;

c)              reference
to any recital, clause, sub-clause or schedule is to a recital, clause,
sub-clause or schedule (as the case may be) of or to this agreement;

d)             reference
to any gender includes a reference to all other genders; and

e)              references
to persons in this agreement include bodies corporate, unincorporated
associations and partnerships and any reference to any party who is an
individual is also deemed to include their respective legal personal
representative(s).

2.                          Position
and Terms

2.1                     This
agreement shall be effective from “Effective Date” and subject as hereafter
provided shall continue in force thereafter until terminated by not less than
three months’ written notice given by either party to the other at any time.

2.2                     The
Executive may be entitled to a termination payment on or after the Termination
Date subject to the terms of Schedule 2 of this agreement.

2.3                     There
is no employment with a previous employer which counts as part of the Executive’s
continuous period of employment for the purposes of the Employment Rights Act
1996 which began on 14 April 1998.

2.4                     During
the continuance of this agreement the Company shall employ the Executive as
Executive Vice President and he will serve the Company in the manner
hereinafter mentioned.

2.5                     The
Company shall be entitled in its absolute discretion, instead of giving notice
to terminate the Employment as herein provided, to terminate the Employment
without notice and to pay the Executive an amount equal to the basic salary
(calculated pursuant to sub-clauses 3.1 and 3.2) to which the Executive would
otherwise be entitled hereunder if three months’ notice had been given.

2.6                     The
Company shall be entitled in its absolute discretion (as an alternative to its
entitlement pursuant to sub-clause 2.4), instead of giving three months’ notice
to terminate the Employment as herein provided, to terminate the Employment on
shorter notice and to pay the Executive an amount equal to the basic salary
(calculated pursuant to Sub-clauses 3.1 and 3.2) to which the Executive would
otherwise be entitled hereunder if three months’ notice had been given less a
sum equivalent to such basic salary paid during any period of shorter notice
(whether or not the Executive has been sent on garden leave during such notice
period pursuant to clause 10).

 4
 

 

2.7                     If
any payments are made to the Executive pursuant to Schedule 2 of this
agreement, they shall be deemed to include, and shall not be in addition to,
the payments referred to in clauses 3.3 and 3.4 of this agreement and any
salary and benefits paid to the Executive during any period of garden leave
pursuant to clause 11 or any notice period given pursuant to clauses 2.1, 2.5
or 2.6 of this agreement.

3.                          Remuneration

3.1                     By
way of remuneration for his services under this agreement the Company shall pay
to the Executive a salary at the rate of one hundred and forty thousand pounds
140,000 GBP per annum (which shall be deemed to accrue from day to day) payable
in arrears by equal monthly instalments on the last Business Day of each month,
such salary being inclusive of any fees to which the Executive may be entitled
as a director of the Company or any subsidiary.

3.2                     On
or about 1 January 2007 and on each anniversary of such date during the
continuance of this agreement, the said salary payable under sub-clause 3.1
shall be reviewed and the rate of such salary payable after the date of such
review shall be no less than that payable immediately before.

3.3                     The
Executive shall in addition to the basic salary payable under sub-clause 3.1
from time to time be entitled to:

a)              a cost
of living allowance of 11,000 GBP per annum (which shall be deemed to accrue
from day to day) payable in arrears by equal monthly instalments on the last
Business Day of each month and subject to the deduction of tax at source; and

b)             to
participate in any Management Incentive Plan or other annual bonus plan for
senior executives approved by the Board at its absolute discretion with the
approval of the Compensation Committee.

3.4                     In
the event of any variation in the remuneration payable to the Executive hereunder
being made by agreement between the parties hereto, such variation shall not
constitute a new agreement but subject to any express agreement to the contrary
the Employment shall continue subject in all respects to the terms and
conditions of this agreement with such variations as aforesaid.

3.5                     Upon
termination for whatever reason of the Employment, the Company shall be
entitled to deduct from any sum then payable to the Executive by reason of the
Employment or its termination the value of any claim the Company or any Group
Member may bona fide have against the Executive whether in respect of any
period before such termination or not, any monies which may at that time be
owed by the Executive to the Company or a Group Member, including but not limited
to:

a)              overpayment
of wages;

b)             overpayment
of expenses incurred by the Executive in carrying out his duties;

c)              loans
or advances on wages which the Company may from time to time make to the  Executive; and

d)             a
sum representing holiday taken in excess of entitlement at the date of the
termination of the Employment.

 5
 

 

By signing this agreement
the Executive agrees to such deductions.

3.5                     The
Executive shall not be entitled, save as set out in the rules of any option
scheme or plan, upon termination of his employment hereunder, to receive any
compensation in respect of any option or other right to acquire (whether by way
of subscription or by way of transfer) shares in the Company and which, but for
such termination, he would or might have been or become entitled to be granted
or to exercise and shall not claim any such compensation from the Company.

4.                          Pensions
and benefits

4.1                     Subject
to any eligibility requirements of the Scheme the Executive is entitled to
become a member of the Scheme and subject to its rules from time to time in
force. A copy of the Scheme Rules may be obtained from the Company’s Finance
Department.

4.2                     A
contracting out certificate is not in force in relation to the Employment.

4.3                     The
Executive shall also receive the following benefits:

a)              the
Executive and his spouse and dependents up to the earlier of age 18 or whilst
in full-time education, if any, shall be entitled to be a member of the Company’s
medical expenses scheme or such other medical expenses scheme as the Company
may make available from time to time provided the Executive, his spouse and
dependent children, if any, meet the normal underwriting requirements of that
scheme and is or are accepted at the normal rates of premium;

b)             the
Executive shall be entitled to the benefit of life insurance cover of a sum
insured equal to four times the Executive’s annual basic salary payable subject
to any limits placed on such cover from time to time by HM Revenue &
Customs provided the Executive meets the normal underwriting requirements of
the scheme and is accepted at normal rates of premium; and

c)              the
Executive shall be entitled to be a member of the Company’s permanent health
insurance scheme or of such other permanent health insurance scheme as the
Company may make available from time to time provided the Executive meets the
normal underwriting requirements of the scheme and is accepted at the normal
rates of premium.

Details
of these benefits may be obtained from the Company’s Finance Department.

4.4                     The
Company will ensure that the Executive is covered under a directors and
officers liability insurance policy or policies during the Employment and while
potential liability exists after the termination of the Employment for any
reason, in the same amount and to the same extent during the Employment as the
Company covers its other directors and officers and, after the termination of
the Employment for any reason in the same amount and to the same extent as the
Company covers any other former officers and former directors.

5.                          Holidays
and Holiday Pay

5.1                     In
addition to the normal bank and English public holidays and subject to
sub-clause 6.2 the Executive shall be entitled to 25 Business Days paid holiday
during each 

 6
 

 

Holiday Year and pro rata
for any shorter period. The Executive shall not be entitled to take holiday
incorporating more than 10 Business Days at any one time and all holiday shall
be taken at such time or times as may be agreed with the Board.

5.2                     The
Executive may not without the consent of the Board carry forward any unused
part of his holiday entitlement to a subsequent Holiday Year. If in any Holiday
Year the Executive does not, at the request of the Company, take his full
holiday entitlement, the Company shall at the Board’s discretion either pay the
Executive additional salary in lieu of such unused holiday entitlement or agree
to the Executive carrying forward such unused holiday entitlement to the next
Holiday Year.

5.3                     On
termination of the Employment the Executive shall be entitled to receive a
payment representing holiday accrued and as yet untaken on a pro rata basis for
the number of completed calendar months he has worked during the current
holiday year. If the Executive has taken holiday in excess of his accrued
entitlement he will be required to refund to the Company a sum representing
such unearned holiday. Such sum shall be calculated at a rate of 1 / 365th of
annual basic salary payable to the Executive pursuant to clause 3.1 from time
to time per day of unearned holiday taken.

6.                          Sickness/Incapacity

6.1                     If
the Executive shall be prevented by illness accident or other incapacity from
properly performing his duties under this agreement he shall report this fact
promptly to the Board and if the Executive is so prevented for three or more
working days he shall provide an appropriate statement and doctor’s certificate
or a completed self certification form in the manner required by the Company.

If the
Executive shall be absent from his duties under this agreement due to illness
accident or other incapacity duly certified in accordance with the provisions
of sub-clause 6.1, he shall be paid his full remuneration for the first six
months (whether or not such days are normal working days) of such absence
during any period or periods totalling 365 days (whether or not such days are
normal working days). Thereafter any payment shall be subject to and in
accordance with, the terms of the Company’s permanent health insurance scheme
and the cost of living allowance and bonus payments referred to at sub-clause
3.3 shall not be payable.

6.2                     If
the Executive shall be so incapacitated for a period or periods of six months
in the aggregate in any period of twelve months or the Board has reason to
believe that the Executive may be unable properly to perform his duties for a
continuous period of six months or more then the Company shall be entitled to
terminate this agreement by giving the Executive no fewer than six months’
notice in writing less the aggregate of any periods during which he has been
paid salary under sub-clause 6.1 during the twelve months prior to the giving
of such notice notwithstanding that the Executive is entitled to benefit under
the terms of the Company’s permanent health insurance scheme. The length of the
said notice shall in any event be the minimum permitted by statute dependent
upon the length of the Executive’s service with the Group.

6.3                     Statutory
Sick Pay (“SSP”) will be paid by the Company in accordance with the legislation
in force at the time of absence. Any payment of remuneration under subclause 6.1
for a day of absence will discharge the Company’s obligation to pay SSP for
that day.

 7
 

 

6.4                     The
Executive will provide such co-operation as the Company may reasonably request
in order to enable the Company to recover for itself any statutory sick pay entitlement
from the relevant Government authority.

6.5                     If
the Executive shall (in respect of such illness accident or other incapacity)
become entitled to a state benefit instead of SSP, such benefit must be claimed
by the Executive personally and the Executive shall inform the Company’s
Finance Department in writing of the sum to which he is entitled. The amount of
such state benefit (up to a maximum of the amount paid or payable to the
Executive by virtue of sub-clause 6.1 of this agreement) shall be paid to the
Company by the Executive forthwith upon his receipt of such state benefit.

6.6                     For
the purposes of the government SSP scheme the Executive’s “qualifying days” are
Monday to Friday inclusive.

6.7                     The
Company may require the Executive during any period of illness or incapacity to
undergo a medical examination by a doctor nominated by the Company which doctor
shall be free to report the results of any such examination to the Company or
to the Executive’s personal doctor.

7.                          Duties

7.1                     During
the continuance of this agreement the Executive shall faithfully and diligently
perform such duties for and hold such offices (whether relating to the Company
or to any Group Member) and exercise such powers as the Board and/or the Chief
Executive Officer of SITEL Corporation may from time to time reasonably direct.

7.2                     The
Executive’s place of employment shall be at the offices of the Company, SITEL
House, 1 Canbury Park Road, Kingston-upon-Thames, KT2  6LZ UK or at such other place within the
United Kingdom, Europe, the United States of America and such other countries
as the Board and/or the Chief Executive Officer may from time to time
reasonably require. In the event that the Company requires the Executive’s
place of employment to change it shall give the Executive reasonable notice of
such change. In addition, the Executive shall travel to such parts of the world
as the Board may direct or authorise. If the Board requires the Executive to
change his residence elsewhere than within a thirty mile radius of London the
Company will reimburse such removal and other incidental expenses as the Board
considers fair and reasonable in the circumstances. If the Board requires the
Executive to work outside the United Kingdom for a period of more than one
month the Company will provide the Executive with written details of any terms
and conditions which may apply to that work and his return to the United
Kingdom.

7.3                     The
Executive is required to render services under this Agreement, and shall
(subject to such directions and restrictions as the Board may from time to time
give or impose) exercise and perform such powers and duties as the Board shall
from time to time determine subject to any directions and restrictions from
time to time given and imposed by the Board.

7.4                     The
Executive shall:

a)                          report
to the Board and the Chief Executive Officer of SITEL Corporation as and when
required or to such other person as the Board may direct;

 8
 

 

b)                         when
requested to do so fully and promptly give the Board and the Chief Executive
Officer of SITEL Corporation such explanations, information and assistance as
it may require relating to the transactions and affairs of the Company or any
Group Member; and

c)                          well
and faithfully serve the Company and any Group Member if directed to do so by
the Board and use his best endeavours to promote and protect the interests of
the Company and any Group Member.

8.                          Performance of Duties

8.1                     During
his employment under this Agreement the Executive shall (unless prevented by
ill health and except during such holidays as he shall be entitled to take as
provided below) devote his whole time, attention and abilities during business
hours and at such other hours as may reasonably be necessary in the interests
of the Company to the performance of his duties under this Agreement and shall
use his best endeavours to promote and protect the interest and welfare of the
Company and any Group Member for which he performs duties and shall not without
the previous consent in writing of the Board be a director of or engage in the
business of any company, firm or business which is not a Member of the Same
Group as or owned by a Group Member. Exception is made for Response Direct
Publishing Limited, providing the activities do not constitute a conflict of
interest with the activities of the Company or its Group Members.

8.2                     The
Executive shall work such hours as the Board shall reasonably direct which
shall be a minimum of 37 1/2 hours per working week (Monday to Friday
inclusive) and such other hours as may be necessary for the performance of his
duties under this Agreement. The Executive shall not be entitled to be paid
overtime. There are no normal hours of employment.

8.3                     The
Executive shall not when carrying out and performing his duties under this
agreement assuming, create or incur any liability or obligation on behalf of
the Company or any Group Member or commit the Company or any Group Member to
expend in any way whatsoever (including a contingent commitment) any sum of
money to any third party nor enter into any contract with any third party
except in accordance with the authority matrix approved from time to time by
SITEL Corporation and except as authorized from time to time by the Board.

9.                          Working Time

The Executive acknowledges that he holds a senior
executive position with certain autonomous decision taking powers and therefore
is not subject to regulation 4(1) of the Working Time Regulations 1998 but
without prejudice to that the Executive accepts that by signing this agreement
he has agreed that, insofar as it would apply to the Employment, regulation
4(1) of the Working Time Regulations 1998 shall not apply unless the Executive
withdraws such agreement by giving to the Company not less than three months
prior notice in writing.

10.                   Garden Leave

If written notice is given by the Executive or the
Company to terminate the Employment the Company may notwithstanding any other
terms of this agreement:

 9
 

 

a)              require
the Executive to continue to perform such duties as the Board may direct so
long as those duties are not demeaning;

b)             require
the Executive to perform no duties; or

c)              exclude
the Executive from any premises of the Company or of any Group Member for which
the Executive performs duties

and in
each case the Company will continue to pay the Executive salary and provide all
the other benefits arising under this agreement during the period of notice.

11.                   Expenses

The
Company shall reimburse to the Executive all reasonable travelling and other
expenses properly incurred by him in the performance of his duties under this
agreement and in accordance with any policies in this regard determined by the
Company from time to time (other than expenses incurred in travelling to and
from the Company’s offices) such reimbursement to be made as soon as reasonably
practicable provided that on request the Executive shall provide the Company
with such vouchers or other evidence of actual payment of such expenses as the
Company may reasonably require.

12.                   Confidential
Information and Trade Secrets

12.1               The
Executive acknowledges that in the ordinary course of his employment under this
agreement he will be exposed to information about the business of the Company
or any Group Member and that of their suppliers and customers which amounts to
a trade secret, is confidential or is commercially sensitive and which may not
be readily available to others engaged in a similar business to that of the
Company or any  Group Member or to the
general public and which if disclosed will be liable to cause significant harm
to the Company or any Group Member.

12.2               The
Executive shall keep secret and shall not at any time either during his
employment under this agreement, or after its termination, for whatever reason,
use communicate or reveal to any person for the Executive’s own or another’s
benefit, any secret or confidential information concerning the business,
finances or organisation of the Company or any Group Member, its suppliers or
customers which shall have come to his knowledge during the course of the
Executive’s employment under this agreement. The Executive shall also use his
best endeavours to prevent the publication or disclosure of any such
information.

12.3               For
the purposes of this clause and by way of illustration and not limitation
information will prima facie be secret and confidential if it is not in the
public domain and relates to:

a)              research
and developments;

b)             customers
and details of their particular requirements;

c)              castings,
profit margins, discounts, rebates and other financial information;

d)             marketing
strategies and tactics;

 10
 

 

e)              current
activities and current and future plans relating to all or any of development,
production or sales including the timing of all or any such matters;

f)                the
development of new products;

g)             production
or design secrets; or

h)             technical,
design or specifications of the products of the Company or any Group Member.

12.4               The
restrictions contained in this clause shall not apply to:

a)              any
disclosure or case authorized by the Company or required in the ordinary and
proper course of the Executive’s employment under this agreement or as required
by the order of a court or tribunal of competent jurisdiction or an appropriate
regulatory authority; or

b)             any
information which the Executive can demonstrate was known to the Executive
prior to the commencement of the Executive’s employment by the Company or is in
the public domain otherwise than as a result of a breach of this clause.

13.                   Intellectual
Property Rights

13.1               For the purposes of this clause, the
following terms shall have the following meanings:

“Intellectual Property” means patents,
rights in designs, trade marks and service marks (whether registered or
unregistered) including any applications for any of the foregoing, inventions,
discoveries, improvements, copyright, goodwill, database rights, rights in confidential
information and know-how and all other intellectual or industrial property
rights in any part of the world, including the right to sue for past
infringements; and

“Originated” means originated, composed,
written, invented, created, generated, discovered, designed, developed, or
manufactured whether solely or with others.

13.2               The Executive shall promptly disclose to
the Company full details of all Intellectual Property Originated by the
Executive at any time during the Employment (whether or not Originated during
normal working hours and whether before or after the date of this agreement)
that relates to, or is capable of being relevant to, the Company’s or any of
its Group Members’ present or future business. 
Subject to the provisions of the Patents Act 1977, all such Intellectual
Property shall vest in the Company absolutely to the fullest extent permitted
by law.

13.3               To the fullest extent permitted by law the
Executive waives (in favour of the Company and all persons acquiring rights in
anything Originated by the Executive through the Company by assignment, licence
or otherwise) irrevocably and unconditionally any moral rights in any part of
the world (including any rights conferred by section 77-85 of the Copyright
Designs and Patents Act 1988) that the Executive has or may have in any of the
Intellectual Property belonging to the Company pursuant to clause 13.2.

 11
 

 

13.4               The Executive agrees, at the Company’s
expense as to out-of-pocket expenses, to execute all documents and do all acts
and things as may be required by the Company to:

a)              vest
(where the Company is not the first owner), or to confirm the vesting of, all
right, title and interest in and relating to the Intellectual Property in the
Company or its nominees in accordance with clause 13.2;

b)             obtain
or to maintain legal protection of that Intellectual Property in the Company’s
name.

13.5               Pending the completion of vesting (or confirmation of
vesting) of Intellectual Property in the Company (or its nominee) as described
above, the Executive shall hold all such Intellectual Property on trust for the
Company.

13.6               The
provisions of this clause 13 will continue in force after the termination
of this agreement in respect of all Intellectual Property Originated by the
Executive during the period of Employment with the Company

14.                   Outside
Interests

During
the Employment the Executive shall not (without the prior written consent of
the Board and the Chief Executive Officer of SITEL Corporation):

a)              directly
or indirectly be engaged, concerned or interested in any capacity in any
business, trade or occupation other than that of the Company or any Group
Member except as a holder of not more than 1 per cent of issued shares or,
securities in any companies which are listed or dealt in on any recognised stock
exchange or market. For this purpose “occupation” shall include any public,
private or charitable work which the Board considers may hinder or interfere
with the performance of the Executive’s duties; or

b)             introduce
to any other person, firm or company other than any Group Member or transact
for the account of himself or any other person, firm or company other than any
Group Member business of any kind with which the Company is able to deal.

15.                   Termination of Directorship

If
during his employment under this agreement the Executive shall cease (otherwise
than by reason of death or resignation or by virtue of a resolution being
passed at a general meeting of the Company) to be a director of the Company his
employment under this agreement shall nevertheless continue.

16.                 Termination on the happening of certain
events

The
Company (without prejudice to any remedy which it may have against the
Executive for the breach or non-performance of any of the provisions of this
agreement) may by notice in writing to the Executive forthwith determine this
agreement if:

a)              the
Executive shall become bankrupt or make any composition or enter into any deed
of arrangement with his creditors;

 12
 

 

b)             the
Executive shall become a patient as defined in the Mental Health Act 1983;

c)              the
Executive shall become prohibited by law from being a director or taking part
in the management of the Company;

d)             the
Board has reason to believe that the Executive is guilty of any serious
misconduct, any conduct tending to bring the Company or himself into disrepute
(whether committed while carrying out the Company’s business or otherwise and
whether or not committed during working hours), serious or persistent neglect
of his duties under this agreement’ or of any material breach or non-observance
of any of the conditions of this agreement or of any wilful or persistent
breach of breaches of this agreement or neglect, failure or refusal to carry
out duties properly assigned to him under this agreement; or

e)              without
prejudice to the generality of the terms of this clause 16, the Executive shall
willingly abuse or misuse the computer system of the Company or any Group
Member or any password relating to such computer system or shall gain access to
any file or load any information or program contrary to the interests or
procedures of the Company or any Group Member.

17.                   Suspension

If the
Board has reason to suspect that anyone or more of the events set out in
sub-clauses 16(a) to 16(e) (inclusive) have or has incurred (or if the
circumstances in sub-clause 6.3 appear to exist) the Board may suspend the
Executive on such terms as to payments of salary and other benefits or
otherwise as the Board may think fit pending further investigations provided
that in the event of any such suspension being made the Executive shall have
the right to terminate his employment forthwith by notice in writing to the
Company but without any claim for compensation.

18.                   Executive’s obligations on
termination of employment

Upon
the termination of Employment for whatever reason the Executive shall:

a)              forthwith
tender his resignation as a director of the Company and any Group Member
without compensation and should the Executive fail so to do the Company is
hereby irrevocably authorised to appoint some person in his name and on his
behalf to sign any documents and do any things necessary or requisite to give
effect to such documents;

b)             deliver
up to the Company all correspondence drawings documents and other papers and
other property belonging to the Company or any Group Member which may be in the
Executive’s possession or under his control (including such as may have been
made or prepared by or have come into the possession or under the control of
the Executive and relating in any way to the business or affairs of the Company
or any Group Member or of any supplier agent or client of the Company or any
Group Member) and the Executive shall not without the written consent of the
Board retain any copies (in any form) thereof;

c)              if so
requested send to the secretary of the Company a signed statement confirming
that he has complied with sub-clause 18(b);

 13
 

 

d)             irretrievably
delete any information relating to the business of the Company or any Group
Member stored on any magnetic or optical disc or memory and all matter derived
therefrom which is in his possession, custody, care or control outside the
premises of the Company and shall produce such evidence thereof as the Company
may require; and

e)              transfer
to the Company or as it may direct all shares held by him in the Company and
any Group Member as nominee or trustee for the Company and deliver to the
Company the certificates for such shares and the Executive hereby irrevocably
appoints the Company as his attorney to execute any such transfers on his
behalf.

19.                    Effect of termination of this
agreement

The
expiration or determination of this agreement howsoever arising shall not
operate to affect such of the provisions of this agreement as are expressed to
operate or have effect after such expiration or determination and shall be
without prejudice to any other accrued 
rights or remedies of the parties.

20.                   Restrictive Covenants

In
consideration of this agreement and the terms set out in Schedule 2 of this
agreement, the Executive hereby undertakes to be bound by the restrictive
covenants contained in Schedule 1.

21.                   Reasonableness
of Restrictions

21.1               The
Executive further undertakes with the Company that he will observe any
substitute restrictions (in place of those referred to in clauses 12, 13 and 20
and in Schedule 1) as the Company may from time to time specify in writing
which are in all respects less restrictive in extent.

21.2               If
there is any breach or violation of any of the terms of clauses 12 and 20 or
Schedule 1, the Executive and the Company agree that damages alone might not
compensate for such breach or violation and that in those circumstances
injunctive relief would be reasonable and essential to safeguard the interests
of the Company and that an injunction in addition to any other remedy may
accordingly be obtained by the Company. No waiver of any such breach or
violation shall be implied by the fact that the Company for the time being and
for whatever reason takes no action in respect of such breach or violation.

21.3               The
Executive fully understands the meaning and effect of the covenants given by
him in this agreement and confirms that on taking separate and independent
legal advice on the terms of this agreement he acknowledges and accepts that
such clauses are fair and reasonable in all the circumstances at the time the
agreement was made.

 14
 

 

22.                   Grievance
and disciplinary procedure

22.1               The
Executive should refer to the Board any grievance about employment hereunder
and the reference will be dealt with by the Board (excluding Executive) within
seven days after the grievance is so referred. If the Executive is dissatisfied
with the decision of the Board he may within seven days after he has been
informed of the Board’s decision by notice in writing require the secretary to
refer the grievance to the Executive Committee of SITEL Corporation (excluding
Executive) and in such case the reference will be dealt with by discussion and
a majority decision of those present at the relevant meeting at which the
grievance is discussed within 15 days after the giving of the notice reasonable
in all the circumstances at the time the agreement was made.

22.2               All
disciplinary decisions in relation to the Executive shall be made in accordance
with the Company’s disciplinary procedure as set out in its employee handbook
and as amended from time to time.

22.3               The
grievance and disciplinary procedures are non-contractual and may be commenced
at any stage of the procedure.

23.                   Prior Agreements

Unless otherwise stated the parties to this agreement
agree that this agreement constitutes the whole of the agreement and
arrangement and supersedes with effect from the date of this agreement all
previous agreements and arrangements relating to the engagement or employment
of the Executive by the Company or by any other Group Member.

24.                   Notices

24.1               Any notice
or other written communication given under or in connection with this agreement
may be delivered personally or sent by first class post (airmail if  overseas) or, by telex or facsimile.

24.2               The
address for service of any party shall (in the case of a company) be its
registered office marked for the attention of the managing director and (in the
case of an individual) shall be his address stated in this agreement or, if any
other address for service has previously been notified to the server, to the address
so notified.

24.3               Any
such notice or other written communication shall be deemed to have been served:

a)              if
delivered personally, at the time of delivery;

b)             if
posted, at the expiry of two Business days or in the case of airmail four
Business days after it was posted.

24.4               In
proving such service it shall be sufficient to prove that personal delivery was
made, or that such notice or other written communication was properly addressed
stamped and posted or in the case of a telex that the intended recipient’s
answerback code is shown on the copy retained by the sender at the beginning
and end of the message or in the case of a facsimile message that an activity
or other report from the sender’s facsimile machine can be produced in respect
of the notice or other written communication showing the recipient’s facsimile
number and the number of pages transmitted.

 15
 

 

25.                   Miscellaneous

25.1               No
term or provision of this agreement shall be varied or modified by any prior or
subsequent statement, conduct or act of any party, except that hereafter the
parties may amend this agreement only by letter or written instrument signed by
all of the parties.

25.2               The
headings to the clauses and any underlining in this agreement are for ease of
reference only and shall not form any part of this agreement for the purposes
of construction.

25.3               This
agreement sets out the entire agreement and understanding between the parties in
connection with the Employment.

25.4               This
agreement may be entered into in any number of counterparts and by the parties
to it on separate counterparts, each of which when so executed and delivered
shall be an original, but all the counterparts shall together constitute one
and the same instrument.

25.5               If at
any time any term or provision in this agreement shall be held to be illegal,
invalid or unenforceable, in whole or in part, under any rule of law or
enactment, such term or provision or part shall to that extent be deemed not to
form part of this agreement, but the enforceability of the remainder of this
agreement shall not be affected.

26.                   Law and Jurisdiction

Save
for Schedule 2 of this agreement, which shall be governed by the law of the
state of Nebraska, USA, this agreement shall be governed by and construed in
accordance with English law and each party to this agreement submits to the
non-exclusive jurisdiction of the English courts.

 16

 

SCHEDULE 1

Sales and Marketing Staff

Definitions

1.                                       For
the purposes of this Schedule the following words have the following meanings:

“Customer” means any person firm or company
who at the Termination Date was a customer or client of the Group in connection
with the Restricted Business provided that during the twelve month period
immediately prior to the Termination Date the Executive has dealt on behalf of
the Company with that customer or client or the Executive has been responsible
during such period for the account of or for managing the business,
relationship with that customer;

“Designated Area” means the UK and such
other European countries in which the Company has operations.

“Prospective Customer” means any person firm
or company who or which by the Termination Date has given to the Company a
written indication of his her or its intention to become a customer or client
of the Company in connection with the Restricted Business and who became a
customer or client within six months following the Termination Date provided
that during the twelve month period immediately prior to the Termination Date
the Executive has dealt or sought to deal on behalf of the Company with that
person, firm or company or the Executive has been responsible during such period
for managing the business relationship with that person firm or company;

“Restricted Business” means the provision
of call centre operations services, call center operation consultancy and
ancillary services, including telephony and internet services but limited to
services of a kind with which the Executive was concerned or involved in the
course of his employment during the twelve month period immediately prior to
the Executive ceasing to be employed or for which the Executive has been
responsible during such period;

“Restricted
Person” means any person who has at any time in the period of
six months prior to the Termination Date been employed by the Company and
worked at a  job level 15 or above in the
Restricted Business and who was known to or worked with the Executive during
that period;

Restrictive
Covenants

2.                                       The
Executive shall not without the prior consent in writing of the Board in
competition with the Company either personally or by an agent and either on his
own account or for or in association with any other person directly or
indirectly

a)              for a
period of twelve months after the Termination Date canvass, solicit, approach
or seek out or cause to be canvassed, solicited, approached or sought out any
Customer for orders or instructions in respect of any services provided or
supplied by the Company in connection with the Restricted Business;

b)             for a
period of twelve months after the Termination Date canvass, solicit, approach
or seek out or cause to be canvassed, solicited, approached or sought out any
Prospective Customer for orders or instructions in respect of any 

 2
 

 

services provided or supplied by the Company in
connection with the Restricted Business

c)              for a
period of six months after the Termination Date accept instructions from or
undertake work for any Customer in connection with the Restricted Business or
engage in the Restricted Business with any Customer.

d)             for a
period of six months after the Termination Date accept instructions from or
undertake work for any Prospective Customer in connection with the Restricted
Business or engage in the Restricted Business with any Prospective Customer.

e)              for a
period of six months after the Termination Date solicit, endeavour to entice
away, induce to break their contract of employment or offer employment to any
Restricted Person or encourage a Restricted Person to resign.

3.                                     The
Executive shall not without the prior consent in writing of the Board in
competition with the Company for the period of six months after the Termination
Date whether directly or indirectly:

a)              take up
or hold any office in or with any business which is engaged or is intended to
be engaged in the Restricted Business within the Designated Area;

b)             take up
or hold any post or position which enables or permits the Executive to exercise
whether personally or by an agent and whether on his own account or in
association with or for the benefit of any other person either a controlling ,
influence over any business which is engaged or is intended to be engaged in
the Restricted Business within the Designated Area; or

c)              take up
or hold any employment or consultancy with any person which is engaged or is
intended to be engaged in the Restricted Business within the Designated Area,

which would have the necessary or probable result of
the Executive being engaged within the Designated Area in business activities
which are the same or substantially similar to the Restricted Business.

Limitation
of scope of covenants

4.                                       Nothing in this schedule shall prevent the
Executive from being engaged in or by, or participating in, any business or
entity to the extent that any of the Executive’s activities for such business
or entity shall relate solely to:

a)              geographical locations in which the business or entity
does not compete or seek to compete with the Company in the Restricted
Business;

b)             matters
of a type with which the Executive was not materially concerned in the 12                        months
immediately preceding the Termination Date;

Application
of
Covenants to Group Members

5.                                       The
provisions of sub-clauses 1 to 4 inclusive of this Schedule shall apply equally
where, during the period of twelve (12) months prior to the Termination Date,
the Executive was engaged in or responsible for the business of any Group
Member (each of which Group Member is hereinafter called “Relevant Company”).

 3
 

 

6.                                       The
Executive hereby covenants with the Company (which for the purposes of this
paragraph shall act as trustee for each Relevant Company) in relation to each
of the sub-clauses 1 to 4 inclusive of this Schedule as if every reference
therein to the Company was a reference to the Relevant Company and the
definitions of “Customer”, “Prospective Customer”, “Designated Area”, “Restricted
Business”, and “Restricted Person” in paragraph 1 of this Schedule apply with
the substitution of “the Relevant Company” for the Company.

Severability

5.                                     Each
of the restrictions contained in paragraphs 2(a) to 3 (c) inclusive of this
Schedule is separate and severable from the others.

 4
 

 

SCHEDULE 2

This Schedule 2 of the Service Agreement (as defined below)
between the Executive and the Company governs the circumstances under and the
extent to which the Executive shall be entitled to a severance payment in the
event of the termination of the Employment in addition to any payments that may
be due to him pursuant to the Service Agreement or any mandatory provisions of
English law that may apply to the Executive. Any payment made pursuant to this
schedule shall be subject to the signature by the Executive of a Compromise
Agreement (as defined below) that is satisfactory to SITEL Corporation.

The definitions set out in the Service Agreement shall
apply to the Schedule.

1.                          Definitions

For
the purposes of this Schedule, the following words shall have the following
meanings:

1.1                     “Base Salary” shall mean the salary payable
to the Executive pursuant to clause 3.1 of the Service Agreement;

1.2                     “Board of Directors” shall mean the board of
directors of SITEL Corporation;

1.3                     “Change of Control” shall mean only

(a)                                  a
tender offer made and consummated for the ownership of more than 50% of the
outstanding voting securities of SITEL Corporation; or

(b)                                 merger
or consolidation of SITEL Corporation with another corporation as a result of
which less than 50% of the outstanding voting securities of the surviving or
resulting corporation shall represent or result from the former outstanding
voting securities of SITEL Corporation, as the same shall have existed
immediately prior to such merger or consolidation; or

(c)                                  sale
by SITEL Corporation of all or substantially all of its assets to another
corporation which is not a wholly-owned subsidiary or affiliate; or

(d)                                 where
there is any contested election for the Board of Directors, or any tender or
exchange offer, merger or business combination or sale of assets, or any
combination of the foregoing (a “Transaction”), and as a result of or in
connection with the Transaction the persons who were Directors of SITEL
Corporation before the Transaction shall cease to constitute a majority of the
Board of Directors, or any successor thereto; or

(e)                                  acquisition
by a person, within the meaning of Section 3(a)(9) or of Section 13(d)(3) (as
in effect on the date hereof) of the Securities Exchange Act of 1934 (“Exchange
Act”), other than any employee benefit plan then maintained by SITEL Corporation,
of more than 50% of the outstanding voting securities of SITEL Corporation
(whether directly, indirectly, beneficially or of record). For purposes hereof,
ownership of voting securities shall take into account and shall include
ownership as determined by applying the provisions of Rule 13d-3(d)(1)(i) (as
in effect on the date hereof) pursuant to the Exchange Act;

1.4                     “Compromise Agreement” shall mean a release
agreement that is satisfactory to SITEL Corporation which shall be similar in
all material respects to the sample 

 5
 

 

agreement
appended to this schedule (which may be amended by the Company to take into
account any statutory changes and the circumstances surrounding the termination
of the Employment) upon which the Executive shall have received advice from a
relevant independent adviser within the meaning of section 203(3A) of the
Employment Rights Act 1996 (an English law statute) and which complies with the
conditions regulating compromise agreements set out in that Act and any other
legislation referred to in such compromise agreement;

1.5                     “Disability” shall mean an illness or injury
which results in Executive being absent from work pursuant to clause 7 of the
Service Agreement;

1.6                     “For Cause” shall mean only

(a)                                  Executive’s
confession, plea of nolo contendere, or conviction of theft, fraud,
embezzlement, or any crime involving dishonesty; or

(b)                                 bad
faith or unlawful conduct on the part of the Executive which is or can
reasonably be expected to be demonstrably detrimental to the business, reputation
or financial condition of SITEL Corporation; or

(c)                                  Executive’s
wilful misconduct or gross negligence in performing or failing to perform his
duties and responsibilities as set out in the Service Agreement (other than
because of Disability) and Executive’s failure to cure such wilful misconduct
or gross negligence within 30 days after Executive’s receipt of a written
notice from the Chief Executive Officer or the Board of Directors of SITEL
Corporation setting forth in reasonable detail the particulars thereof; or

(d)                                 (without
prejudice to the Company’s rights to summarily dismiss Executive pursuant to
clause 17 of the Service Agreement), the failure by Executive to comply in any
material respect with Company policies or a lawful directive of the Chief
Executive Officer or the Board of Directors of SITEL Corporation (other than
for the duration of any Disability) which non-compliance is or can reasonably
be expected to be demonstrably detrimental to the business, reputation or
financial condition of the Company, and Executive’s failure to cure such
non-compliance within 30 days after Executive’s receipt of a written notice
from the Chief Executive Officer or the Board of Directors of SITEL Corporation
setting forth in reasonable detail the particulars of such non-compliance.

1.7                     “Good Reason” shall mean termination of the
employment by the Executive  for any of
the following reasons;

(a)                                  Executive’s
base salary is decreased below the Base Salary; or

(b)                                 Executive’s
benefits are materially decreased from those in effect as of the date of the
Service Agreement (other than pursuant to a general reduction or modification
of such benefits generally applicable to Company’s senior managers); or

(c)                                  Executive’s
title, authority, role or level of responsibilities as a senior executive are
materially reduced or diminished from those established in the Service
Agreement (or, for purposes of a termination for Good Reason within two years
of a Change of Control pursuant to Section 6 of this schedule, Executive’s
title, authority, role or level of responsibilities as a senior executive are
materially reduced or diminished from those in effect immediately prior to the
Change of 

 6
 

 

Control
including without limitation a change in reporting such that Executive is
required to report to someone other than the Board of Directors or SITEL
Corporation being acquired directly or indirectly by another entity in a manner
that SITEL Corporation is no longer a “reporting company” under the Securities
Exchange Act of 1934 based on its common stock being publicly traded) without
Executive’s written consent; or

(d)                                 a
material adverse change in Executive’s working conditions as a whole such that
a reasonable person would concur with Executive’s opinion that such working
conditions as a whole have become intolerable, and the Company’s failure to
remedy such working conditions within 30 days after the Chief Executive Officer
or the Board of Directors of the Company’s receipt of a written notice from the
Executive setting forth in reasonable detail the particulars which make such
working conditions intolerable

provided
such termination has not been preceded or accompanied by a termination by With
Cause or a Voluntary Resignation and provided also that any alleged material
adverse change or reduction in title, authority, role or level of
responsibility has been imposed by the Company or Group Member in fundamental
breach of the Service Agreement (except for this Schedule 2) or any rights
applicable to employees or workers that the Executive benefits from pursuant to
English law;

1.8                     “Notice Period” shall mean any notice period
given by the Company set out in clause 2.1 of the Service Agreement or such
notice as the Company may choose to give pursuant to clauses 2.5 and 2.6 of the
Service Agreement;

1.9                     “Target Bonus” shall mean the percentage of
the bonus opportunity designated by such bonus plan as Executive may be subject
to from time to time as the target amount, and if no such percentage has been
so specifically designated as the target amount then an amount equal to 100% of
Base Salary;

1.10               “Service Agreement” shall mean the service
agreement between the Executive and the Company to which this Schedule is
appended;

1.11               “Voluntary Resignation” shall mean the
Executive’s voluntarily resignation from Company’s employ at any time upon
provision of the notice by the Executive as specified in clause 2.1 of the
Service Agreement save that resignation for Good Reason shall not be a
Voluntary Resignation for the purposes of this schedule;

1.12               “Without Cause” shall mean the termination
by the Company of the Executive’s employment under this Agreement without
cause, which for purposes of this Schedule shall include any reason other than
a

(a)                                  For
Cause reason as defined in paragraph 1.4 of this Schedule; or

(b)                                 because
of illness or injury upon the Company giving no less notice than the Notice
Period.

2.                          Consequences
of termination For Cause

Termination shall occur a maximum of 30 days after “For
Cause” reason is established.  If
Executive’s employment is terminated “For Cause”, Executive shall be entitled
to receive the Base Salary up to the Termination Date and any benefits to which
Executive is entitled pursuant to the Service Agreement up to the Termination
Date, in addition to any notice 

 7
 

 

monies Executive may be due pursuant to the Service
Agreement in respect of any Notice Period (without prejudice to the Company’s
rights to summarily terminate the Employment and any payment in lieu of accrued
but untaken holiday pursuant to the Service Agreement) but Executive shall not
be entitled to any bonus for a completed calendar year which has not yet been
paid (and for which the payment date established by the bonus plan has not yet
arrived).

3.                          Consequences
of termination by Voluntary Resignation

If the Executive’s
employment terminates by reason of Executive’s Voluntary Resignation, Executive
shall be entitled to receive the Base Salary up to the Termination Date and any
benefits to which Executive is entitled pursuant to the Service Agreement up to
the Termination Date in addition to any notice monies and pay in lieu of
accrued but untaken holiday Executive may be due pursuant to the Service
Agreement, but shall not be entitled to any bonus for a completed calendar year
which has not yet been paid (and for which the payment date established by the
bonus plan has not yet arrived).

4.                          Consequences
of termination Without Cause

4.1                     If
the Company terminates Executive’s employment “Without Cause” pursuant to this
Schedule, then following such termination Executive shall be entitled to
receive;

(a)                                  the
Base Salary up to the Termination Date; any bonus earned by Executive pursuant
to clause 3.3 of the Service Agreement and any applicable bonus scheme for a
calendar year already completed but not yet paid; and any benefits to which
Executive is entitled pursuant to the Service Agreement up to the Termination
Date; and any notice monies the Executive may be due pursuant to the Service
Agreement and

(b)                                 subject
to signature by the Executive of a Compromise Agreement within 10 days after
the Termination Date or within 10 days following receipt by SITEL Corporation
of a Compromise Agreement signed by the Executive and his legal advisor, a lump
sum payment equal to the aggregate of

(i)                                     one
(1) times the annual Base Salary provided for in Section 6 (less the value of
any notice monies paid or due to Executive pursuant to the Service Agreement);
and

(ii)                                  one
(1) times the target bonus for the calendar year in which the effective date of
termination occurs; and

(c)                                  continuation
of long-term disability and life insurance benefits at SITEL Corporation’s
expense for a period of twelve (12) consecutive months after the Termination
Date provided that the long-term disability benefit plan and the life insurance
benefit plan, as the case may be, permit Executive’s continued participation;
provided that, if either such plan does not permit Executive’s continued
participation after the Termination Date and under such plan Executive has a
right to convert such benefit to an individual insurance contract or such plan
provides a portability option to continue coverage as a former employee, then,
if Executive timely elects such conversion or portability option subject to the
terms of such plan, Company shall reimburse Executive for such premiums incurred
for such twelve (12) consecutive month period; provided further that Executive
shall have no right to a continuation of long-term 

 8
 

 

disability
or life insurance coverage after the effective date of termination except as
provided in the preceding provisions of this section 4.

4.2                                 Each
of the continued benefits or reimbursements provided under Section 4.1 of this
Schedule shall cease at such time as Executive becomes eligible for
substantially similar or improved benefit or benefits from a subsequent
employer.

5.                           Consequences
of termination for Good Reason where there is no Change of Control

Executive shall be
regarded as having terminated his employment with the Company because of Good
Reason only if he gives written notice of his termination of employment
pursuant to this Section 5 within 6 months following the effective date of the
event constituting Good Reason (or, if later, within 6 months after Executive
receives notice from the Company of the event constituting Good Reason).  If Executive’s employment terminates pursuant
to this Section 5 without there having been a Change of Control, Executive
shall be entitled to receive the same compensation and benefits as described in
Section 4.1 and 4.2 as if Executive’s employment had been terminated by the
Company “Without Cause”.  Section 6 of
this Schedule shall govern any termination of the Employment by Executive for
Good Reason following a Change of Control.

6.                          Consequences
of termination Without Cause or for Good Reason on or within two years of a Change
of Control

6.1                     If
the Employment is terminated by the Company other than For Cause on or within
two years of a Change of Control and other than because of Disability, or if
Executive’s employment with Company is terminated by Executive for Good Reason
as defined in Section 1.6 upon or within two years following a Change of
Control as defined herein, then Executive shall be entitled to receive

(a)                                  the
Base Salary up through the effective date of such termination;

(b)                                 any
bonus earned by Executive pursuant to clause 3.3 of the Service Agreement for a
calendar year already completed but not yet paid; and

(c)                                  any
benefits to which Executive is entitled pursuant to the Service Agreement up to
the Termination Date.

(d)                                 within
10 days after the Termination Date or within 10 days following receipt by SITEL
Corporation of a Compromise Agreement signed by the Executive and his legal
advisor (whichever is the later), a lump sum payment equal to the aggregate of

(i)                                     two
(2) times the annual Base Salary provided for in clause 2.1 of the Service
Agreement (less the value of any notice monies paid or due to Executive
pursuant to the Service Agreement); and

(ii)                                  two
(2) times the target bonus for the calendar year in which the effective date of
termination occurs; and

(iii)                               continuation
of long-term disability and life insurance benefits at SITEL Corporation’s
expense for a period of twenty-four (24) consecutive months after the
Termination Date provided that the long-term disability benefit plan and the
life insurance benefit plan, as the case may be, 

 9
 

 

permit
Executive’s continued participation; provided that, if either such plan does
not permit Executive’s continued participation after the effective date of such
termination and under such plan Executive has a right to convert such benefit
to an individual insurance contract or such plan provides a portability option
to continue coverage as a former employee, then, if Executive timely elects
such conversion or portability option subject to the terms of such plan, Company
shall reimburse Executive for such premiums incurred for such twenty-four (24)
consecutive month period; provided further that Executive shall have no right
to a continuation of long-term disability or life insurance coverage after the
Termination Date except as provided in the preceding provisions of this Section
6.

6.2                     Each
of the continued benefits or reimbursements provided under this Section 6 shall
cease at such time as Executive becomes eligible for substantially similar or
improved benefit or benefits from a subsequent employer.

7.                          Section
280G of the Internal Revenue Code of 1986

Notwithstanding
any provision of this Agreement to the contrary, in the event that:

(a)                                  The
aggregate payments or benefits to be made or afforded to the Executive under this
Schedule or from SITEL Corporation or the Company in any other manner (the “Termination
Benefits”) would be deemed to include an “excess parachute payment” under
Section 280G of the Internal Revenue Code of 1986, as amended, (the “Code”) or
any successor thereto; and

(b)                                 If
such Termination Benefits were reduced to an amount (the “Non-Triggering Amount”),
the value of which is one dollar ($1.00) less than an amount equal to three (3)
times the Executive’s “base amount”, as determined in accordance with said
Section 280G, and the Non-Triggering Amount would be greater than the aggregate
value of Termination Benefits (without such reduction) minus the amount of tax
required to be paid by Executive thereon by Section 4999 of the Code, then the
Termination Benefits shall be reduced so that the Termination Benefits are not
more than the Non-Triggering Amount. Termination Benefits shall be reduced as
provided above, with the allocation of such reduction to be as mutually agreed
between the Executive and SITEL Corporation or, in the event the parties cannot
agree, in the following order: (1) any lump sum severance based on a multiple
of Base Salary or target bonus, (2) other cash amounts payable to the
Executive, (3) any benefits valued as parachute payments, and (4) acceleration
of the vesting of any equity. The application of said Section 280G, and the
allocation of the reduction required by this Paragraph 9, shall be determined
by Deloitte & Touche or such other nationally recognized certified public
accounting firm as may be designated by the Executive (provided however that if
determinations similar to those required under this Section 9 have been
previously commenced pursuant to another executive employment agreement with
SITEL Corporation in connection with such Change of Control, then the same
certified public accounting firm as is already being used for such
determinations shall be used for the determinations under this Section 9, so
that a single nationally recognized certified public accounting firm is making
such determinations for all executives and SITEL Corporation in connection with
such Change of Control) (the “Accounting Firm”), that shall provide detailed
supporting calculations both to SITEL Corporation and the Executive within 15
business days of the receipt of 

 10
 

 

notice
from the Executive that Termination Benefits are to be paid or such earlier
time as is requested by SITEL Corporation. In the event that the Accounting
Firm is serving as accountant or auditor for the individual, entity or group
effecting the Change of Control, the Executive shall appoint another nationally
recognized accounting firm to make the determinations required hereunder,
subject to the same proviso as above (which accounting firm shall then be
referred to as the Accounting Firm hereunder). All fees and expenses of the
Accounting Firm shall be borne solely by SITEL Corporation.   If the Accounting Firm determines that
Termination Benefits must be reduced pursuant to this Paragraph 9, it shall
furnish the Executive with a written opinion to such effect.

8.                          Accelerated
Vesting

Upon a
Change of Control, any remaining instalments of any stock options then held by
Executive which had not yet become exercisable shall become exercisable on the
effective date of such Change of Control (subject to the rules of such schemes
as govern those stock options and subject also to the requirements of any tax
or government authority, whether in the USA or elsewhere).  Once such options become exercisable, they
shall remain exercisable until expiration, cancellation, or termination of such
options.    These provisions, instead of
the provisions of Section 13(b) of the 1999 Stock Incentive Plan, are intended
to apply to such options.  Such options
may be exercised during such period only in accordance with the other
provisions of the applicable option agreement and the other terms of the 1999
Stock Incentive Plan. In no event may such options be exercised after the
Latest Expiration Date specified in such options, respectively.

9.                          Mitigation

In no
event shall the Executive be obligated to seek other employment or take any
other action by way of mitigation of the amount payable to the Executive under
any of the provisions of this Schedule and, save as specified in this
agreement,  such amounts shall not be
reduced for any income or benefits that the Executive derives from employment
or self-employment (or both) from any other source. Except as set forth in this
Schedule and the Service Agreement, and without prejudice to the Company’s
rights pursuant to clause 3.5 of the Service Agreement SITEL Corporation’s
obligation to make the payments provided for in this Schedule and otherwise to
perform its obligations hereunder shall not be affected by any circumstances,
including without limitation, set-off, counterclaim, recoupment, defense or
other claim, right or action which the Company may have against the Executive
or others, except to the extent any amounts are due SITEL Corporation or its
subsidiaries or affiliates pursuant to a judgment against the Executive.

10.                   General Release and Waiver

Executive
shall execute a Compromise Agreement and such other release and waiver as SITEL
Corporation may require as a condition precedent to SITEL Corporation’s
obligations to pay the termination payments specified in this schedule, as the
case may be, and the additional gross up payments specified in Section 7, as
applicable.

 11

 

EXECUTED as a deed
on the day and in the year first written above.

	
  SIGNED by SITEL Europe
  Limited

  	
  )

  
	
   

  	
  )

  
	
  acting by

  	
  )

  
	
  director

  	
  )

  
	
   

  	
  )

  
	
  director/secretary

  	
  )

  
	
   

  	
   

  
	
  SIGNED by Robert
  Scott Moncrieff

  	
  )

  
	
   

  	
  )

  
	
  in the presence
  of

  	
  )

  
	
   

  	
  )Exhibit
10.20

February 23, 2006

Mr. Robert Scott Moncrieff

211 Ice Wharf

17 New Wharf Road

London N1 9RF

Dear Robert:

Further to the amended
service agreement provided to you, I confirm that in respect of your stock
options, upon a Change of Control (as defined in Schedule 2 of that service
agreement), any remaining installments of any stock options held by you, which
had not yet become exercisable shall become exercisable on the effective date
of such Change of Control.

Once such options become
exercisable, they shall remain exercisable until expiration, cancellation or
termination of such options.  These
provisions, instead of the provisions of Section 13(b) of the 1999 Stock
Incentive Plan, are intended to apply to such options.  Such options may be exercised during such
period only in accordance with the other provisions of the applicable option
agreement and the other terms of the 1999 Stock Incentive Plan, which remain
unaffected by the terms of this letter. 
In no event may such options be exercised after the Latest Expiration
Date of each respective option.

The terms of this letter
will only take effect and are conditioned upon your signature of the amended
service agreement.  The terms of this
letter only extend to circumstances where there is a Change of Control.

Yours sincerely,

SITEL Corporation

in its capacity as the issuer of the stock options

and the parent company of SITEL Europe Limited

	
  By:

  	
  /s/ James F. Lynch

  	
   

  
	
   

  	
  James F. Lynch, Chief Executive Officer

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