Sr Global IT Services Delivery Specialist
Concentrix Catalyst
CRI Pavas
hace 1 día

Job Title :

Sr Global IT Services Delivery Specialist

Job Description

A Sr Global IT Services Delivery Specialist primary focus is building strong and mutually beneficial relationships with their assigned clients.

  • They serve as the primary liaison with clients, the CNX Solutions team, CNX program and account management, and the CNX IT organization;
  • supporting new business growth, change and incident management, projects, and service request delivery. They drive client satisfaction.

    They are Concentrix culture catalyst.

  • Client IT Liaison
  • 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 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; identifying 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.
  • CNX Solutions Team Liaison
  • Partner with transition manager during new business implementations to facilitate smooth turnover to the ITSDM at go live .
  • Assist IT solutioners in understanding an existing account’s complexity, technology infrastructure, and long-term strategy.
  • Partner with asset and pricing teams to develop cost effective solutions.
  • CNX Program and Account Liaison
  • 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.
  • Leads or participates 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.
  • CSAT Technology Champion
  • 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.
  • 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.
  • Location :

    PHL Cebu City - Asiatown i2

    Language Requirements :

    Time Type : Full time

    Full time

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