Description An IT Service Delivery Coordinator's primary focus is on building strong and mutually beneficial relationships between delivery and IT organization. They serve as the delivery's primary conduit into the Concentrix IT organization, whether that be for new business, change, growth, projects or incidents under the leadership of the respective IT SDM. The IT Service delivery Coordinator provides the two-way communication between delivery and the wider Concentrix organization, with a focus on IT. Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + Webhelp, our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent. We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet. We cannot achieve this vision without you! If you have an interest in improving our performance for the world's best brands in over 70 countries spanning 6 continents, please continue reading. There are a few characteristics we look for across all our hires regardless of the team they are working for. If this is you, we would love to discuss career opportunities with you. * Are you ready to reimagine the world? * Does working for a company who invests in the future and is inspiring in the marketplace intrigue you? * Are you bold in your decisions, and do you have contrarian views on how to run a business? Concentrix + Webhelp 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. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX. We're a remote-first company looking for the absolute best talent in the world. #LI-Onsite 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. Location: PHL Quezon City - UP Ayala TechnoHub Bldg M, Grd Flr Language Requirements: Time Type: Full time
