Service Delivery Manager

Information Technology

Job Title:

Job Description

Job Description

A Service Delivery Manager’s primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with Client, the Engineers, and Catalyst Account Management; supporting projects, and service delivery. They drive client satisfaction. They are Concentrix culture catalysts.

Responsibilities:

• Client Facing responsibilities
  • Builds strong relationships with assigned clients and CNX business units.
  • Serves as the primary contact for the client and internal business units.
  • Responsible for client communications and conflict resolution.
  • Address client concerns in an efficient and timely manner.
• Engineering team responsibilities
  • Partner with the Engineering team to ensure on time and to budget delivery.
  • Assist Engineering teams to understand client requirements
  • On board and continue to support the Engineers needs after on boarding.
• Catalyst Account Management.
  • Understand and communicate client business problems and needs to internal and external stakeholders by leading and being an active participant in client-facing meetings.
  • Deliver monthly reviews to account management.
  • Support business during client QBRs.
  • Minimize Engineering costs.
• CSAT Technology Champion
  • Seek client feedback.
  • Develop related action plans to improve CSAT.
  • Collaborate with Engineering team to help drive improvements in CSAT score.
• Concentrix Culture Champion
  • 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.

Position Requirements:

• Bachelor’s Degree in related field from a four-year university or college preferred.
• Excellent verbal and written communications skill (English, and native language)
• 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:

Language Requirements:

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