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.
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.
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.
Ensure technology SLAs are met.
Develop IT related action plan to improve IT CSAT.
Collaborate with innovation team to help drive perfect innovation CSAT score.