Global IT Service Delivery Manager

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Job Title

Global IT Service Delivery Manager

Job Description

Global IT Service Delivery Manager primary focus is to build strong relationships with designated clients. They serve as the primary contact with customers, the CNX Solutions team, the CNX program and the CNX account management and IT organization; supporting new business growth, change and incident management, projects, and service fulfillment delivery. They boosted customer satisfaction. They are catalysts of the Concentrix culture.

Builds strong relationships with assigned clients and CNX business units.

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

Responsible for all client IT communications and conflict resolution.

Prime interface with client during outage and recovery management of all Severity 1 & 2 incidents (on call support 24x7 for Sev1).

Deliver incident reports to clients per SLAs.

Coordinate change management requests/approvals with client and CNX operations.

Analyze outages; identifying trends and continuous improvement opportunities to reduce cost, reduce downtime, and increase customer satisfaction.

Address client concerns in an efficient and timely manner.

Chair - Daily/Weekly/Monthly client calls, followed by written minutes and actions.

Partner with transition manager during new business implementations to facilitate smooth turnover to the ITSDM at “go live”.

Assist IT solutions in understanding an existing account’s complexity, technology infrastructure, and long-term strategy.

Partner with asset and pricing teams to develop cost effective solutions.

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

Deliver premier account monthly reviews to program and account management.

Support business during client QBRs.

Deliver IT initiatives in a timely manner, and within prescribed budget.

Leads or participates in technical reviews of any contractual commitments in concert with Concentrix’s legal, operations and business units.

Ensure technology SLAs are met.

Drive velocity in service request delivery.

Minimize technology costs.

Seek client feedback to achieve perfect score.

Develop IT related action plan to improve IT CSAT.

Collaborate with innovation team to help drive perfect innovation CSAT score.

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

Model the way by aligning actions and behaviors with the Concentrix Culture.

Mentor others to understand and model the Concentrix Culture.

Location:

PHL Manila - San Lazaro

Language Requirements

English (Required)

Time Type

Full time

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