Global IT Service Delivery Manager

Concentrix Trust & Safety; Santa Cruz; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

A leading global provider of customer engagement solutions, Concentrix Trust & Safety, is seeking a Global IT Service Delivery Manager in the Philippines. This pivotal role involves managing client relationships, incident management, and ensuring service delivery excellence while driving continuous improvement initiatives. The candidate will work closely with various internal stakeholders to enhance customer satisfaction and support business growth.

Qualifications

• Strong client management skills are essential.
• Ability to lead and mentor within the organization.
• Fluency in English is required.

Responsibilities

• Builds and maintains strong relationships with clients.
• Manages incident reports and serves as the primary IT contact.
• Leads technical reviews and ensures SLAs are met.

Skills

Client Relationship Management

Change Management

Incident Management

Continuous Improvement

Communication

Job description

Job Title: Global IT Service Delivery Manager

Job Description

The primary focus of the Global IT Service Delivery Manager is to build strong relationships with designated clients. They serve as the primary contact with customers, the CNX Solutions team, the CNX program, the CNX account management, and the IT organization. They support new business growth, change and incident management, projects, and service fulfillment delivery, boosting customer satisfaction. They act as catalysts of the Concentrix culture.

• Builds strong relationships with assigned clients and CNX business units.
• Serves 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 the client during outage and recovery management of all Severity 1 & 2 incidents (on-call support 24x7 for Sev1).
• Delivers incident reports to clients per SLAs.
• Coordinates change management requests/approvals with the client and CNX operations.
• Analyzes outages, identifying trends and continuous improvement opportunities to reduce cost, downtime, and increase customer satisfaction.
• Addresses client concerns efficiently and timely.
• Chairs daily/weekly/monthly client calls, followed by written minutes and actions.
• Partners with transition managers during new business implementations to facilitate smooth turnover to the ITSDM at “go live”.
• Assists IT solutions in understanding an existing account’s complexity, technology infrastructure, and long-term strategy.
• Partners with asset and pricing teams to develop cost-effective solutions.
• Understands and communicates client business problems and needs to internal and external stakeholders by leading and actively participating in operations and client-facing meetings.
• Delivers premier account monthly reviews to program and account management.
• Supports business during client QBRs.
• Delivers IT initiatives in a timely manner and within the prescribed budget.
• Leads or participates in technical reviews of contractual commitments in concert with legal, operations, and business units.
• Ensures technology SLAs are met.
• Drives velocity in service request delivery.
• Minimizes technology costs.
• Seeks client feedback to achieve a perfect score.
• Develops IT-related action plans to improve IT CSAT.
• Collaborates with the innovation team to help drive perfect innovation CSAT score.
• Develops a personal understanding of what it means to live the Concentrix Culture and models this through actions and behaviors.
• Mentors others to understand and model the Concentrix Culture.

Location: PHL Manila - San Lazaro

Language Requirements: English (Required)

Time Type: Full time

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