High Impact IT Service Leader

2 weeks ago

Remote, India beBeeSeniorGlobalITLeader Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

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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