Job Description

Information Technology

Location

Morocco

Language

English

Description

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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.