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.
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