Service Delivery Manager
hace 4 semanas
At Sabio Group, we're dedicated to fostering an environment where employees thrive. We've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution.
We're seeking creative, resourceful people to join our organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight.
As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve.
Job Title:
Service Delivery Manager 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.
- 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.
Skills, Knowledge & Expertise
- Financial:
- Have a strong understanding of the Managed Services financial performance versus budget and forecast.
- Have a strong understanding of staff utilization, cost of service per contract/technology and where the business should be taking action to grow and to optimize.
- People:
- Maintaining effective working relationships across the Group.
- Keep employees motivated with a credible plan, set of objectives, career development and performance reviews.
- Customers:
- Strong 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 & Behaviours
- Degree 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.
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