Technical Service Operations Manager

hace 1 semana


Madrid, Madrid, España Sabio A tiempo completo
Job Overview

We are seeking a seasoned Technical Service Operations Manager to join our Support department at Sabio Group.

This role will play a critical part in ensuring the successful delivery of contact center services to our clients, while also promoting a positive sentiment related to our Managed Services Technical team performance.

Key Responsibilities:
  • Ensure the timely and quality delivery of contact center services to multiple clients.
  • Maintain compliance with agreed-upon SLAs and monitor key performance indicators (KPIs) to drive service excellence.
  • Take leadership roles to foster strong relationships with clients and promote a positive image of our technical capabilities.
  • Collaborate with the sales organization to provide expert advice on complex Managed Services deals.
Financial Acumen:

The ideal candidate will possess a solid understanding of financial performance versus budget and forecast, as well as staff utilization, cost of service per contract/technology.

People Management:

This role involves maintaining effective working relationships across the Group, keeping employees motivated through credible plans, objectives, career development, and performance reviews.

Customer Focus:

You will be responsible for managing stakeholders under various conditions, promoting service improvement, quality, and client retention, and building trustful relationships with clients.Requirements:

  • A degree in ICT (Computer Science or Telecommunications).
  • Knowledge and experience with contact center technologies, applications, and operations management methodologies (ITIL).
  • Proficiency in ticketing tools (Remedy, ServiceNow) and a proactive approach to problem-solving.
Competencies:
  • Leadership and team management skills.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and stakeholder management skills.
Benefits:
  • Pension Scheme.
  • Remote/Flexible work options.
  • Life insurance.
  • Private healthcare.
  • 25 days paid holiday per year.

We offer a competitive salary range of £50,000 - £65,000 per annum, depending on experience.



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