Service Delivery Manager

Concentrix; Georgina; On-site; CAD 100,000 - 125,000; Full time

Job summary

A global service provider in Ontario is seeking a Service Delivery Manager to build strong client relationships, manage engineering collaborations, and drive satisfaction while promoting company culture. Ideal candidates will have a relevant bachelor's degree and exceptional communication skills, along with the proven ability to manage multiple projects effectively. This role is full-time, remote, and supports a collaborative environment promoting continuous improvement.

Qualifications

• Proven ability to prioritize and deliver multiple client-focused projects.
• Expert ability to handle conflict resolution.
• Ability to influence effectively at all levels of the organization.

Responsibilities

• Build strong relationships with assigned clients and business units.
• Serve as the primary contact for client communications.
• Partner with Engineering team to ensure on-time delivery.

Skills

Excellent verbal and written communication skills

Negotiation skills

Presentation skills

Conflict resolution

Ability to prioritize projects

Influencing skills

Education

Bachelor’s Degree in related field

Job description

Job Title:

Service Delivery Manager

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:

EGY Work-at-Home

Language Requirements:

Time Type:

Full time

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