Service Delivery Manager
hace 1 día
At ERNI, we're looking for a skilled Service Delivery Manager to lead our customer relationship management and ITIL-based process management for cutting-edge contact center solutions. As a key member of our team, you'll be responsible for providing and developing cost-effective IT services that contribute to our company's service portfolio.
Key Responsibilities:- Participate in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security...).
- Coordinate standard solutions and customer needs by managing both human and technical resources.
- Coordinate continuous improvement in the service.
- Engage customers and clients relationships as well as supplier management.
- Good understanding and communication with the project management and technical teams in order to satisfy client's needs.
- Higher education degree with technical or economical background and focus.
- Customer-oriented skills to develop and maintain a good relationship with customers.
- Problem solver is key in the SDM role.
- Process and Project Management and ITIL training/certification (desirable).
- Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable).
- Knowledge on Cloud infrastructure and contact center.
- Work experience in an international environment (desirable).
- Fluent English and French.
- Experience working with Agile Methodology.
Are you ready to elevate your career as a Service Delivery Manager? If you're passionate about pushing the boundaries and enhancing your skills, this is the perfect opportunity for you. Come be a part of our team and shape the future of customer service excellence.
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