Concentrix Looking for IT Global Service Delivery Manager II at Bengaluru, Karnataka Full Time

Job Title:
IT Global Service Delivery Manager II

Job Description

A Global IT Service Delivery Manager II’s primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with clients, the CNX Solutions team, CNX program and account management, and the CNX IT organization; supporting new business growth, change and incident management, projects, and service request delivery. They drive client satisfaction. They are Concentrix culture catalyst.

A Global IT Service Delivery Manager II’s primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with clients, the CNX Solutions team, CNX program and account management, and the CNX IT organization; supporting new business growth, change and incident management, projects, and service request delivery. They drive client satisfaction. They are Concentrix culture catalyst.

Responsibilities

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

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

o Responsible for all client IT communications and conflict resolution.

o Prime interface with client during outage and recovery management of all Severity 1 & 2 incidents (on call support 24×7 for Sev1).

o Deliver incident reports to clients per SLAs.

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

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

o Address client concerns in an efficient and timely manner.

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

• CNX Solutions Team Liaison

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

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

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

• CNX Program and Account Liaison

o 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.

o Deliver premier account monthly reviews to program and account management.

o Support business during client QBRs.

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

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

o Ensure technology SLAs are met.

o Drive velocity in service request delivery.

o Minimize technology costs.

o Seek client feedback to achieve perfect score.

o Develop IT related action plan to improve IT CSAT.

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

• Concentrix Culture Champion

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

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

o 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, and native)
• 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.

Location:
IND Chandigarh – DLF IT, Tower C, Site 2

Language Requirements:
Time Type:
Full time