Local IT Service Delivery Specialist

Careers

Local IT Service Delivery Specialist

  • Serves as the primary Concentrix IT contact for delivery for that particular center under the leadership of the respective IT SDM
  • Consistently provide excellent customer service to the delivery account(s) as well as represent delivery needs and goals within the Concentrix IT organization.
  • Build relationships with local in country delivery leadership.
  • Build excellent relationships within Concentrix to deliver exceptional IT service to the delivery – in cooperation with the IT SDM.  (examples are PE, DPE, IT, Security, PMO, etc)
  • Provide regular two-way communication between the delivery and IT to provide strong team representation and set proper delivery expectations.
  • Ensure that delivery issues are addressed in an efficient and timely manner, and engaging or informing appropriate IT Management, as required.
  • Responsible to inform & work with IT SDM on IT communications, conflict resolution, Concentrix outage resolution, and compliance on client deliverables.
  • Update IT SDM on cost optimization opportunities
  • Track and report on outages to the delivery and IT Management.
  • Engaged in the resolution and recovery management of all Severity 1 & 2 incidents (on call support 24x7 for Sev1).   Escalate for additional Sev1 participation, or Sev1 process assistance, as needed.
  • Ensure the RCA process is adhered to, with the delivery receiving an RCA within 48-72 hours.
  • Inform and help IT SDM in Analyzing outage/incident/change, looking for trends, opportunities, and continuous improvement to reduce cost, reduce downtime, and increase customer SAT.
  • Ensures that IT initiatives are met and delivered in a timely manner.
  • Review all major deliverables to ensure quality standards and delivery expectations are met.
  • Ensure that all processes and procedures are completed and quality standards are met.
  • Track and report on all delivery projects / changes / growth.
  • Provide regular input on all IT account activity, including status.
  • Ensure Incident Management processes are followed.
  • Ensure Change Management processes are followed, with a focus on the delivery /CNX requirements, whilst focusing on cost reduction, or increased cost benefits.
  • Floor checks to ensure Concentrix IT meets the clients contractual requirements (e.g security, audits,  BCDR, reporting)

Assist the transition manager during any new transition or ramp ups.