Service Delivery Manager

hace 4 días

Madrid, Madrid, España Sabio Group A tiempo completo
About the Role

We are seeking a highly skilled and experienced Service Delivery Manager to join our Support department at Sabio Group.

Key Responsibilities
  • Deliver exceptional contact center services to clients, ensuring high-quality experiences and meeting service level agreements (SLAs).
  • Lead the implementation of key performance indicators (KPIs) to measure and improve service delivery, driving positive sentiment among clients.
  • Collaborate with the sales organization to provide expert advice on technical aspects of complex managed services deals.
  • Possibly lead a team of managed services technical experts, fostering a culture of continuous learning and development.
Requirements
  • Strong understanding of managed services financial performance, staff utilization, and cost of service per contract/technology.
  • Effective working relationships across the organization, maintaining employee motivation through credible plans, objectives, career development, and performance reviews.
  • Strong stakeholder management skills, promoting service improvement, quality, and client retention.
  • Experience with contact center technologies and tools, particularly Genesys Cloud platform.
  • Knowledge of operations management methodologies, such as ITIL.
  • Leadership, proactivity, teamwork, and responsibility.
What We Offer
  • Pension scheme
  • Remote and flexible work arrangements
  • Life insurance
  • Private healthcare
  • 25 days paid holiday per year

We are an equal opportunities employer and welcome applications from diverse candidates. Please note that we do not accept applications from agencies, and any submissions without prior request will not be considered.

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