Technical Service Operations Manager
hace 1 semana
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.
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.
- Leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
- 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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