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Service Delivery Manager
hace 2 meses
About the Role
Sabio Group is seeking an experienced Service Delivery Manager to join our Support department. As a key member of our team, you will be responsible for delivering exceptional contact center services to our clients.
Key Responsibilities
- Ensure the delivery of contact center services meets or exceeds client expectations.
- Monitor and report on key performance indicators (KPIs) to ensure a positive service experience.
- Lead by example and promote a positive sentiment among clients regarding our technical team's performance.
- Support the sales organization by providing expert advice on technical aspects of complex managed services deals.
- Possibility of line management of some of our 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 areas for growth and optimization.
- Maintaining effective working relationships across the organization.
- Keeping employees motivated with a credible plan, set of objectives, career development, and performance reviews.
- Strong skills in stakeholders' management, under good and bad conditions.
- Promoting service improvement, quality, and client retention.
- Building trust relationships with clients.
- Experience with contact center cloud technologies, especially Genesys Cloud platform.
- Degree in ICT (Computer Science, Telecommunications).
- Knowledge and experience with contact center technologies and applications.
- Knowledge and experience with ticketing tools (Remedy, ServiceNow).
- Knowledge and experience with operations management methodologies: ITIL.
What We Offer
- A friendly and passionate team that will motivate you to learn and develop your career.
- Pension Scheme.
- Remote/Flexible work.
- Life insurance.
- Private healthcare.
- 25 days paid holiday a year.
- Plus many more (Benefits are dependent on your base location).
