Service Delivery Manager

hace 3 semanas

Madrid, España Sabio Group A tiempo completo

.Service Delivery Manager Department: SupportEmployment Type: Full TimeLocation: MadridReporting To: Cristobal Ramos PerezDescription Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.Sabio provides expertise and solutions that our customers need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio Group we are looking for an exceptionally driven and experienced Service Delivery Manager to join our Support department.Key Responsibilities Responsible for the delivery of contact center service to one or multiple clients.Ensuring the compliance of the SLAs agreed with the clients.Follow the KPI that ensure a positive guidance of the delivered service.Taking the necessary leadership to promote a positive sentiment on the client side related to the Managed Services Technical team performance.Support the sales organization, providing expert advice in technical aspects of complex Managed Services deals.Possibility of Line management of some of the Managed Services technical experts.Skills, Knowledge & Expertise FinancialStrong understanding of the Managed Services financial performance versus budget and forecast.Strong understanding of staff utilization, cost of service per contract/technology and where the business should be taking action to grow and optimize.PeopleMaintaining effective working relationships across the Group.Keep employees motivated with a credible plan, set of objectives, career development and performance reviews.CustomersStrong skills of stakeholders' management, under good and bad conditions.Promote service improvement, quality and client retention.Build a truly trust relationship with the client.Technical skills:Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform.Competencies & BehavioursDegree in ICT (Computer Science, Telecommunications).Knowledge and experience with contact centre technologies and applications.Knowledge and experience with ticketing tools (Remedy, ServiceNow).Knowledge and experience with operations management methodologies: ITIL.Responsibility.Proactivity.Leadership.Teamwork.Job Benefits This is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.Benefits may include:Pension SchemeRemote/Flexible workLife insurancePrivate healthcare25 days paid holiday a yearPlus many more ( Benefits are dependant on your base location.)The Small PrintStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee

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