Sr. Service Delivery Manager

Job Title:

Sr. Service Delivery Manager

Job Description

Concentrix Corporation (NASDAQ: CNXC) a global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow. We’re here to redefine what success means, delivering outcomes unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.

Essential Job Elements:

 

P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

 

Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

 

Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

 

Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

 

Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong

relationships with clients.

 

Business Growth: Support business growth by collaborating with Sales & marketing across geographies.

 

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

 

Innovation: Lead innovation & value add efforts between Client and Concentrix.

 

Domain Capability: Strengthen domain capabilities.

 

Compliance: Ensure compliance with all client regulatory requirements

 

Profile & Experience

 

• 12+ years of operations experience within a BPO in customer service domain.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• MBA/ PG Degree would be an advantage.

Location:

IND Hyderabad - Unit No. 201, 2nd Flr, Building 4 at Mindspace

Language Requirements:

Time Type:

Full time

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Experience Level

Senior Level