Service Delivery Manager

hace 2 días

Barcelona, Barcelona, España Sabio A tiempo completo
Service Delivery Manager

Sabio is a global company and a 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.

About the Role

We are looking for an exceptionally driven and experienced Service Delivery Manager to join our Support department. The successful candidate will be responsible for the delivery of contact center service to one or multiple clients, ensuring compliance with SLAs and KPIs.

Key Responsibilities
  • Responsible for the delivery of contact center service to one or multiple clients.
  • Responsible for ensuring the compliance of the SLAs agreed with the clients.
  • Responsible for following the KPIs 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.
Requirements
  • Financial: Strong understanding of the Managed Services financial performance versus budget and forecast.
  • People: Maintaining effective working relationships across the Group.
  • Customers: Strong skills of stakeholders' management, under good and bad conditions.
  • Technical Skills: Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform.
  • Competencies: Proactivity, Leadership, Teamwork.
What We Offer

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 Scheme, Remote/Flexible work, Life insurance, Private healthcare, 25 days paid holiday a year.

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