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IT Global Service Delivery Manager I

Req #: CNX00045802
Location: , US
Job Category: IT Service Delivery
An IT Service Delivery Manager’s primary focus 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.   They ensure the client’s IT needs and goals are aligned with the Concentrix business.  
The IT Account Manager provides the two-way communication between the client and the wider Concentrix organization, with a focus on IT.
  • 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) as well as represent client needs and goals within the Concentrix IT organization.
  • 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)
  • Provide regular two-way communication between the client and team to provide strong team representation and set proper client expectations.
  • Ensure that client issues are addressed in an efficient and timely manner, and engaging or informing appropriate Concentrix Management, as required.
  • 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 (on call support 24x7 for Sev1).   Escalate for additional Sev1 participation, or Sev1 process assistance, as needed. 
  • Ensure the RCA process is adhered to, with the client receiving an RCA within 48-72 hours.
  • 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 clients contractual requirements (e.g security, audits,  BCDR, reporting)
  • 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, helf define requirements & assist IT solutioners in understanding the accounts complexity, AS-IS scenario and long term strategy.
  • Requirements
  • Proven service delivery management or other relevant IT experience (min 5 years)
  • Excellent verbal and written communications skill (English, and native)
  • 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
  • Proven ability to track/manage/reduce costs.
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