Job description

The Sr. IT Global Service Delivery Manager is on building strong and mutually beneficial relationships with their assigned clients, as well as those within the Concentrix Organization. They serve as the client's primary conduit into the Concentrix IT organization, whether that be for new business, change, growth, projects or incidents.

Essential Functions/Core Responsibilities:

Serves as the primary Concentrix IT contact for the client, and responsible for client IT satisfaction.
Consistently provide excellent customer service to the client account(s)
Build relationships with clients to encourage new and repeat business opportunities.
Build excellent relationships within Concentrix to deliver exceptional IT service to the client. (examples are PE, DPE, IT, Security, PMO, etc.)
Build relationships with clients to encourage new and repeat business opportunities.
Build excellent relationships within Concentrix to deliver exceptional IT service to the client. (examples are PE, DPE, IT, Security, PMO, etc.)
Responsible for all client IT communications, conflict resolution, Concentrix outage resolution, and compliance on client deliverables, and to ensure that the project spend is within the contracted cost.
Track and report on outages to the client and Concentrix Management.
Prime IT liaison with client during outage and recovery management of all Severity 1 2 incidents, Escalate for additional Sev1 participation,
Analyze outage/incident/change, looking for trends, opportunities, and continuous improvement to reduce cost, reduce downtime, and increase customer SAT. Ensures that IT initiatives are met and delivered in a timely manner, and within the prescribed budget.
Review all major deliverables to ensure quality standards and client expectations are met.
Ensure that all processes and procedures are completed and quality standards are met.
Track and report on all client projects / changes / growth.
Provide regular input on all IT account activity, including status.
Contributor and client advocate in Incident Management.
Lead Change Management, with a focus on the client /CNX requirements, whilst focusing on cost reduction, or increased cost benefits.
Chair - Daily/Weekly/Monthly client calls, followed by written minutes and actions.
Ensuring Concentrix IT meets the client's contractual requirements
Drive IT cost optimization opportunities in the account without impacting the delivery standards. Assist the transition manager during any new transition or ramp ups.
Focus on achieving highest possible CSAT (Technology and Innovation)
Recognize solution opportunities, half define requirements assist IT solutions in understanding the accounts complexity, AS-IS scenario and long-term strategy.

Candidate Profile:

Bachelor's Degree in related field from a four-year college or university with 10+ Years of Experience (with 2-4 years of Progressive Mgmt. Experience) preferred
Demonstrated ability to comprehend, analyze, and interpret.
Solid understanding of the organizations business operations and industry. Demonstrated business acumen.
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
Excellent attention to detail.
Demonstrated ability to take initiative and ownership with focus on continuous improvement.
Demonstrated ability to mentor, coach and provide direction to a team of employees.
Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
Advanced Microsoft Office skills.
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.

Additional Requirements:

Proven service delivery management or other relevant IT experience (min 5 years)
Excellent verbal and written communications skill (French C1, English B2)
Excellent listening, negotiation and presentation skills
Experience in delivering client-focused solutions based on customer needs
Proven ability to manage multiple projects at a time while paying strict attention to detail
Proven ability to handle conflict resolution - across internal Concentrix and Client.
Ability to influence effectively at all levels of the organization

Team Lead

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