IT Service Delivery Manager with English and French

Concentrix; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading customer service provider is seeking an experienced IT Service Delivery Manager who is fluent in English and French. The role involves serving as the primary contact for clients, ensuring satisfaction, and addressing IT needs. The ideal candidate has a minimum of 5 years in service delivery management, strong communication skills, and the ability to manage multiple projects effectively. This is a full-time remote position based in Canada.

Qualifications

• Minimum 5 years of proven service delivery management or IT experience.
• Excellent verbal and written communication skills in both English and French.
• Ability to manage multiple projects with attention to detail.

Responsibilities

• Serve as the primary IT contact for the client, ensuring satisfaction.
• Provide excellent customer service and manage client communications.
• Track and report on outages and client expectations.

Skills

Service delivery management

Bilingual (English and French)

Client-focused solutions

Conflict resolution

Project management

Communication skills

Job description

IT Service Delivery Manager (English and French)

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 be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Overview

An IT Service Delivery Manager’s primary focus is building strong and mutually beneficial relationships with their assigned clients and the Concentrix organization. They serve as the client’s primary conduit into the Concentrix IT organization, ensuring the client’s IT needs and goals align with the Concentrix business.

Responsibilities

• Serve as the primary Concentrix IT contact for the client, responsible for client IT satisfaction.
• Consistently provide excellent customer service and represent client needs and goals within Concentrix IT.
• Build relationships with clients to encourage new and repeat business opportunities.
• Provide regular two‑way communication between the client and team to set proper expectations.
• Address client issues efficiently and timely, engaging appropriate Concentrix management as required.
• Track and report on outages, incident, change and growth, ensuring quality standards and client expectations are met.
• Prime IT liaison during outage and recovery management of all Severity 1 & 2 incidents (24x7 support).
• Ensure the RCA process is adhered to, with the client receiving an RCA within 48‑72 hours.
• Analyze outage/incident/change to identify trends, opportunities and continuous improvement to reduce cost, downtime and increase customer SAT.
• Drive IT cost optimization opportunities in the account without impacting delivery standards.
• Lead Change Management with a focus on cost reduction or increased cost benefits.
• Recognize solution opportunities, help define requirements and assist IT solutioners in understanding account complexity, AS‑IS scenario and long‑term strategy.

Requirements

• Proven service delivery management or other relevant IT experience (minimum 5 years).
• Excellent verbal and written communication skills in both English and French.
• Excellent listening, negotiation and presentation skills.
• Experience in delivering client‑focused solutions based on customer needs.
• Proven ability to manage multiple projects at a time 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.
• Proven ability to track, manage and reduce costs.

Location

Tunisia – Work‑at‑Home

Language Requirements

English (Required), French (Required)

Time Type

Full time

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