Job Title:
Global IT Service Delivery Manager
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.
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 Integrated Services.
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.
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Join us and be part of this journey towards greater opportunities and brighter futures.
An IT Service Delivery Manager’s primary focus is on building strong and mutually beneficial relationships with their assigned clients, as well as those within the Concentrix Organization. They serve as the client's primary conduit into the Concentrix IT organization, whether that be for new business, change, growth, projects or incidents. They ensure the client’s IT needs and goals are aligned with the Concentrix business.
Responsibilities
- Serve as the primary Concentrix IT contact for the client, ensuring satisfaction and acting as their advocate within the organization.
- Deliver exceptional customer service and maintain strong, proactive communication between the client and internal teams.
- Build and nurture relationships with clients to support retention and identify new business opportunities.
- Collaborate across internal teams (e.g., PE, DPE, IT, Security, PMO) to ensure seamless IT service delivery.
- Manage all client IT communications, including conflict resolution, outage updates, and compliance with deliverables and budgets.
- Lead incident and outage management for Severity 1 & 2 issues, including 24/7 on-call support and escalation coordination.
- Ensure timely delivery of Root Cause Analyses (RCAs) within 48–72 hours and drive continuous improvement based on incident trends.
- Oversee the execution of IT initiatives, ensuring alignment with timelines, budgets, and quality standards.
- Track and report on outages, projects, changes, and growth across the client account.
- Lead and document client meetings (daily, weekly, monthly), ensuring follow-up on action items.
- Drive change management efforts focused on client and Concentrix requirements, with an emphasis on cost efficiency.
- Ensure compliance with contractual obligations, including security, audits, BCDR, and reporting standards.
- Identify and implement IT cost optimization opportunities without compromising service quality.
- Support transitions and ramp-ups in collaboration with the transition manager.
- Contribute to strategic planning by identifying solution opportunities and helping define requirements based on account complexity and long-term goals
You’ll Need To Have:
- Minimum 5 years of proven experience in IT service delivery or related roles.
- Previous call/contact center experience is a must, with a strong understanding of service delivery in that environment.
- Excellent communication skills in English and native language, with strengths in listening, negotiation, and presentation.
- Demonstrated ability to manage multiple projects, resolve conflicts, and influence stakeholders across all levels.
- Proven track record in delivering client-focused solutions and optimizing IT costs without compromising quality.
- High level of professionalism, attention to detail, and commitment to continuous improvement and customer satisfaction.
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
English (Required)
Time Type:
Full time
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