Service Delivery Manager
hace 3 días
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.
As a Service Delivery Manager - Cloud Expert, you will be responsible for the delivery of contact center services to one or multiple clients. You will ensure compliance with SLAs agreed with clients and follow KPIs to ensure a positive guidance of the delivered service.
You will take the necessary leadership to promote a positive sentiment on the client side related to the Managed Services Technical team performance. You will support the sales organization, providing expert advice in technical aspects of complex Managed Services deals.
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.
Requirements:
- Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform.
- 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.
Benefits:
- Pension Scheme
- Remote/Flexible work
- Life insurance
- Private healthcare
- 25 days paid holiday a year
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