Technical II, Global IT Service Delivery

Job description

Job Title:



Technical II, Global IT Service Delivery



Job Description



We're Concentrix.

The intelligent transformation partner.

Solution-focused.

Tech-powered.

Intelligence-fueled.



The global technology and services leader that powers the world’s best brands, today and into the future.

We’re solution-focused, tech-powered, intelligence-fueled.

With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with.

We shape new game-changing careers in over 70 countries, attracting the best talent.



The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services.

We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences.

We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale.

You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience.

Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients.

Hence achieving our vision.



Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional.

And we’re proud to be recognized with awards such as World's Best Workplaces, “Best Companies for Career Growth,” and “Best Company Culture,” year after year.



Join us and be part of this journey towards greater opportunities and brighter futures.

Technical II, Global IT Service Delivery primary focus is to build strong relationships with designated clients.

They serve as the primary contact with customers, the CNX Solutions team, the CNX program and the CNX account management and IT organization; supporting new business growth, change and incident management, projects, and service fulfillment delivery.

They boosted customer satisfaction.

They are catalysts of the Concentrix culture.



**Requirements**



2-4 years of experience as a technical SDM or related positions.



Advanced English level.



Project Management experience.



Bachelors Degree preferred.



**Responsibilities**



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.



Partner with transition manager during new business implementations to facilitate smooth turnover to the ITSDM at “go live”.



Assist IT solutions in understanding an existing account’s complexity, technology infrastructure, and long-term strategy.



Partner with asset and pricing teams to develop cost effective solutions.



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.



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.



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:



COL Medellin - Fabricato - Cra.

50 #38a-185, Rincon Santos, Bello, Antioquia



Language Requirements:



English (Required)



Time Type:



Full time2025-07-31

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Required Skill Profession

Other General