Service Delivery Manager

Overview

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 behaviours 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.
* Proven service delivery management or other relevant IT experience (min 5 years)
* Excellent verbal and written communications skill (English, German, 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.