Service Delivery Director

hace 1 semana


Madrid, Madrid, España Sabio A tiempo completo
Role Overview

We are seeking an exceptional Service Delivery Director to lead our Support department and drive the delivery of contact center services to our clients.

Key Responsibilities
  • Ensure the successful delivery of contact center services to one or multiple clients, meeting agreed service level agreements (SLAs).
  • Lead by example, promoting 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.
Technical Requirements

The ideal candidate will have experience with technologies and tools used in the Contact Center cloud environment, specifically Genesys Cloud platform.

Requirements and Qualifications
  • Degree in ICT (Computer Science, Telecommunications) or equivalent experience.
  • Knowledge and experience with contact centre technologies and applications.
  • Experience with ticketing tools (Remedy, ServiceNow) and operations management methodologies: ITIL.
Compensation and Benefits

This is a competitive role with a salary range of £60,000 - £80,000 per annum, depending on experience. Additional benefits include:

  • Pension Scheme
  • Remote/Flexible work arrangement
  • Life insurance
  • Private healthcare
  • 25 days paid holiday per year


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