Service Delivery Manager

hace 1 mes


Madrid, Madrid, España Sabio A tiempo completo
{"title": "Service Delivery Manager", "description": "Job Summary

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.

As a Service Delivery Manager at Sabio, you will be responsible for delivering contact center services to one or multiple clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). You will also be responsible for promoting a positive sentiment on the client side related to the Managed Services Technical team performance.

Key Responsibilities:

  • Deliver contact center services to one or multiple clients
  • Ensure compliance with SLAs and KPIs
  • Take necessary leadership to promote a positive sentiment on the client side
  • Support the sales organization with technical expertise

Requirements:

  • Strong understanding of Managed Services financial performance
  • Strong understanding of staff utilization and cost of service
  • Effective working relationships across the Group
  • Strong skills in stakeholders' management

Technical Skills:

  • Experience with Genesys Cloud platform
  • Knowledge of contact center technologies and applications
  • Knowledge of ticketing tools (Remedy, ServiceNow)

Competencies & Behaviours:

  • Proactivity
  • Leadership
  • Teamwork

Benefits:

  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private healthcare
  • 25 days paid holiday a year
", "lang_code": "en"}
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