Company Name : Convergys
Job Title : Sr IT Global Service Delivery Mgr
Location : Gurugram, India
Requisition #: R1119055
Job Type: IT Service Delivery
o Builds strong relationships with assigned clients and CNX business units.
o Serves as the primary Concentrix IT contact for the client and internal business units.
o Responsible for all client IT communications and conflict resolution.
o Prime interface with client during outage and recovery management of all Severity 1 & 2 incidents (on call support 24×7 for Sev1).
o Deliver incident reports to clients per SLAs.
o Coordinate change management requests/approvals with client and CNX operations.
o Analyze outages; identifying trends and continuous improvement opportunities to reduce cost, reduce downtime, and increase customer satisfaction.
o Address client concerns in an efficient and timely manner.
o Chair – Daily/Weekly/Monthly client calls, followed by written minutes and actions.
About Us :
Convergys is a leading provider of customer management solutions for companies across the country and around the world. For more than 30 years, we’ve worked closely with some of the most notable companies in the world, creating innovative ways to enhance the relationships they have with their customers. The incredible success we’ve had is thanks to the nearly 76,000 employees that use the training they’ve received here to manage billions of customer interactions every year. And that’s why we need you. We’re looking to add positive, motivated individuals to our team – people who are eager to learn our business, grow in their careers and advance within our company.