
High Impact IT Service Leader
2 weeks ago
The Senior Global IT Service Delivery Lead is responsible for establishing and maintaining strong, mutually beneficial relationships with assigned clients.
- Acts as the primary Concentrix IT contact for the client, ensuring high levels of client satisfaction.
- Delivers exceptional customer service to the client account(s)
- Fosters new and repeat business opportunities through effective relationship building.
- Builds strategic partnerships within Concentrix to deliver outstanding IT services to the client.
- Responsible for all client IT communications, conflict resolution, Concentrix outage resolution, and compliance on client deliverables.
- Tracks and reports on outages to the client and Concentrix Management.
- Prime IT liaison with client during outage and recovery management of Severity 1 & 2 incidents, escalates for additional Sev1 participation,
- Analyzes outage/incident/change data, identifying trends, opportunities, and continuous improvement to reduce cost, downtime, and increase customer satisfaction. Ensures timely delivery of IT initiatives within budget.
- Reviews major deliverables to ensure quality standards and client expectations are met.
- Ensures all processes and procedures are completed and meet quality standards.
- Tracks and reports on client projects / changes / growth.
- Provides regular input on all IT account activity, including status.
- Contributes to Incident Management, advocating for the client's interests.
- Leads Change Management efforts, focusing on client/CNX requirements while driving cost reduction or increased benefits.
- Chairs daily/weekly/monthly client calls, documenting minutes and actions.
- Ensures Concentrix IT meets contractual obligations to the client.
- Drives IT cost optimization in the account without impacting delivery standards. Assists the transition manager during new transitions or ramp-ups.
- Focuses on achieving highest possible CSAT (Technology and Innovation)
- Identifies solution opportunities, collaborates with IT solutions to understand the account's complexity, AS-IS scenario, and long-term strategy.
Candidate Profile:
- Bachelor's Degree in a related field from a four-year college or university with 10+ Years of Experience (with 2-4 years of Progressive Mgmt. Experience) preferred
- Demonstrated ability to comprehend, analyze, and interpret.
- Solid understanding of organizational business operations and industry. Demonstrated business acumen.
- Demonstrated ability to foster customer service disposition and professionalism for self and team.
- Excellent attention to detail.
- Demonstrated ability to take initiative and ownership with a focus on continuous improvement.
- Demonstrated ability to mentor, coach, and provide direction to a team of employees.
- Proven ability to lead teams in organizing and prioritizing projects in a fast-paced environment.
- Advanced Microsoft Office skills.
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
Requirements:
- Proven service delivery management or other relevant IT experience (min 5 years)
- Excellent verbal and written communications skill (French C1, English B2)
- Excellent listening, negotiation, and presentation skills
- Experience delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at once 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
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