Service Delivery Manager- Bilingual

Summary

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

Description

A Service Delivery Manager’s primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with Client, the Engineers, and Catalyst Account Management, supporting projects, and service delivery. They drive client satisfaction. They are Concentrix culture catalysts.

Responsibilities

• Client Facing responsibilities

  • Builds strong relationships with assigned clients and CNX business units.

  • Serves as the primary contact for the client and internal business units.

  • Responsible for client communications and conflict resolution.

  • Address client concerns in an efficient and timely manner.

• Engineering team responsibilities

  • Partner with the Engineering team to ensure on time and to budget delivery.

  • Assist Engineering teams to understand client requirements

  • On board and continue to support the Engineers needs after on boarding.

• Catalyst Account Management.

  • Understand and communicate client business problems and needs to internal and external stakeholders by leading and being an active participant in client-facing meetings.

  • Deliver monthly reviews to account management.

  • Support business during client QBRs.

  • Minimize Engineering costs.

• CSAT Technology Champion

  • Seek client feedback.

  • Develop related action plans to improve CSAT.

  • Collaborate with Engineering team to help drive improvements in CSAT score.

• Concentrix Culture Champion

  • Develop personal understanding of what it means to live the Concentrix Culture.

  • Model the way by aligning actions and behaviours with the Concentrix Culture.

  • Mentor others to understand and model the Concentrix Culture.

• Position Requirements

• Bachelor’s Degree in related field from a four-year university or college preferred.

• Proven service delivery management or other relevant IT experience (min 5 years)

• Excellent verbal and written communications skill (English, German, and native language)

• Excellent listening, negotiation, and presentation skills

• Proven ability to prioritize and deliver multiple client-focused projects in a fast-paced, deadline-oriented business environment.

• Expert ability to handle conflict resolution.

• Ability to influence effectively at all levels of the organization.

• Proven ability to track/manage/reduce costs.