Global IT Service Delivery Manager

Job Title: Global IT Service Delivery Manager

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

• Challenge Conventions
• Deliver outcomes unimagined
• Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

Role Overview: The Global IT Service Delivery Manager's primary focus is to build strong relationships with designated clients. They serve as the primary contact with customers, the CNX Solutions team, the CNX program and the CNX account management and IT organization; supporting new business growth, change and incident management, projects, and service fulfillment delivery. They boost customer satisfaction and are catalysts of the Concentrix culture.

Responsibilities:

• 3+ years of experience as Global IT Service Delivery Manager or related
• Build strong relationships with assigned clients and CNX business units.
• Serve as the primary Concentrix IT contact for the client and internal business units.
• Responsible for all client IT communications and conflict resolution.
• Prime interface with client during outage and recovery management of all Severity 1 & 2 incidents (on call support 24x7 for Sev1).
• Deliver incident reports to clients per SLAs.
• Coordinate change management requests/approvals with client and CNX operations.
• Analyze outages; identify trends and continuous improvement opportunities to reduce cost, reduce downtime, and increase customer satisfaction.
• Address client concerns in an efficient and timely manner.
• Chair Daily/Weekly/Monthly client calls, followed by written minutes and actions.
• Partner with transition manager during new business implementations to facilitate smooth turnover to the ITSDM at "go live".
• Assist IT solutions in understanding an existing account's complexity, technology infrastructure, and long-term strategy.
• Partner with asset and pricing teams to develop cost-effective solutions.
• 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.
• Deliver premier account monthly reviews to program and account management.
• Support business during client QBRs.
• Deliver IT initiatives in a timely manner, and within prescribed budget.
• Lead or participate in technical reviews of any contractual commitments in concert with Concentrix's legal, operations and business units.
• Ensure technology SLAs are met.
• Drive velocity in service request delivery.
• Minimize technology costs.
• Seek client feedback to achieve perfect score.
• Develop IT related action plan to improve IT CSAT.
• Collaborate with innovation team to help drive perfect innovation CSAT score.
• 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.

Location: BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements: English (Required), Portuguese (Required), Spanish

Time Type: Full time

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