Job Title:
IT Service Delivery Manager
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX 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.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
- Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring they meet business and client expectations. Manage service delivery processes, aligning them with ITSM best practices to ensure efficiency and effectiveness. Serve as the primary point of contact for clients and internal teams, ensuring services are delivered within agreed SLAs.
- IT Service Management (ITSM): Implement and manage ITSM processes, including incident, problem, change, and request management. Ensure continuous improvement of ITSM processes to enhance service quality and user satisfaction. Conduct regular reviews of service performance, identifying areas for improvement and implementing corrective actions.
- Cloud Services Management (Azure): Manage and optimize cloud services, particularly Microsoft Azure, ensuring they are effectively integrated into the overall IT service framework. Lead cloud-related projects, including deployments, migrations, and performance optimization. Monitor and manage the availability, performance, and scalability of cloud services, ensuring they meet business requirements.
- Ticket Management & SLA Adherence: Oversee the ticketing process, ensuring that all user tickets are addressed promptly and in line with SLAs. Monitor ticket queues, prioritize incidents, and ensure timely resolution to meet or exceed SLA targets. Analyze ticket trends and root causes, implementing proactive measures to reduce recurring issues.
- Application Monitoring: Implement and manage application monitoring tools and processes to ensure the continuous availability and optimal performance of critical business applications. Monitor application performance metrics, identify potential issues, and take proactive measures to prevent downtime. Collaborate with development and infrastructure teams to resolve application-related incidents and performance issues.
- Team Leadership & Management: Lead a team of IT professionals, providing guidance, mentoring, and performance management. Foster a culture of collaboration, accountability, and continuous improvement within the team. Ensure that the team has the necessary skills and resources to meet service delivery and application monitoring demands.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams. Communicate effectively with stakeholders to manage expectations and ensure alignment on service delivery objectives. Handle escalations and ensure that issues are resolved in a timely and satisfactory manner.
- Reporting & Documentation: Develop and present regular reports on service delivery performance, including SLA compliance, ticket resolution metrics, cloud service performance, and application monitoring results. Maintain accurate and up-to-date documentation for ITSM processes, cloud services, ticketing systems, and application monitoring tools. Ensure that documentation is easily accessible and used effectively by the team. Education & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field. A
- or Master's degree
- Minimum of 5+ years of experience in IT Service Delivery with a strong focus on ITSM.
- Proven experience in managing cloud services, particularly Azure.
- Experience in handling user tickets and ensuring SLA compliance.
- Experience in application monitoring and performance management.
- ITIL v3/v4 certification is required.
- Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) are desirable.
- Project Management Professional (PMP) or equivalent certification if any.
Skills:
- Strong knowledge of ITSM frameworks and best practices.
- Expertise in managing Azure cloud services and related technologies.
- Proficiency in application monitoring tools and processes.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and the ability to make sound decisions under pressure.
- Proficiency in ticketing systems and application monitoring tools
Location:
IND Work-at-Home
Language Requirements:
Time Type:
Full time
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