Service Delivery Manager
hace 1 mes
Service Delivery Manager at Sabio Group
About the Role
The successful candidate will be responsible for delivering exceptional contact center services to our clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Key Responsibilities
- Manage the delivery of contact center services to one or multiple clients
- Ensure compliance with SLAs and KPIs
- Promote a positive sentiment among clients regarding our Managed Services Technical team
- Support the sales organization with technical expertise on complex Managed Services deals
- Possibility of line management of some Managed Services technical experts
Requirements
- Strong understanding of Managed Services financial performance versus budget and forecast
- Strong understanding of staff utilization, cost of service per contract/technology, and opportunities for growth and optimization
- Effective working relationships across the Group
- Maintaining employees motivated with a credible plan, set of objectives, career development, and performance reviews
- Strong skills in stakeholders' management, under good and bad conditions
- Promote service improvement, quality, and client retention
- Build a truly trust relationship with the client
- Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform
- 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
About Us
Sabio Group is a global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them build high-quality, secure, robust platforms and solutions. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms and contact centre system integration.
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