Global IT Service Delivery Manager Concentrix Corporation

Responsibilities

• Serve as the primary Concentrix IT contact for the client, ensuring satisfaction and acting as their advocate within the organization.
• Deliver exceptional customer service and maintain strong, proactive communication between the client and internal teams.
• Build and nurture relationships with clients to support retention and identify new business opportunities.
• Collaborate across internal teams (e.g., PE, DPE, IT, Security, PMO) to ensure seamless IT service delivery.
• Manage all client IT communications, including conflict resolution, outage updates, and compliance with deliverables and budgets.
• Lead incident and outage management for Severity 1 & 2 issues, including 24/7 on-call support and escalation coordination.
• Ensure timely delivery of Root Cause Analyses (RCAs) within 48 72 hours and drive continuous improvement based on incident trends.
• Oversee the execution of IT initiatives, ensuring alignment with timelines, budgets, and quality standards.
• Track and report on outages, projects, changes, and growth across the client account.
• Lead and document client meetings (daily, weekly, monthly), ensuring follow-up on action items.
• Drive change management efforts focused on client and Concentrix requirements, with an emphasis on cost efficiency.
• Ensure compliance with contractual obligations, including security, audits, BCDR, and reporting standards.
• Identify and implement IT cost optimization opportunities without compromising service quality.
• Support transitions and ramp-ups in collaboration with the transition manager.
• Contribute to strategic planning by identifying solution opportunities and helping define requirements based on account complexity and long-term goals