Service Delivery Manager

Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.
- We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.
- Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.
- We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society
- At the Sabio Group we are looking for an exceptionally driven and experienced
- ** Service Delivery Manager **to join our Support department.Key Responsibilities
- The person selected for this role will carry out the following functions:
- Responsible for the delivery of contact center service to one or multiple clients
- Responsible for ensuring the compliance of the SLAs agreed with the clients
- Responsible for follow the KPI that ensure a positive guidance of the delivered service
- Taking the necessary leadership to promote 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.
- Possibility of Line management of some of the Managed Services technical experts

Competencies & Behaviours

**Financial**
- Have a strong understanding of the Managed Services financial performance versus budget and forecast.
- Have a strong understanding of staff utilization, cost of service per contract/technology and where the business should be taking action to grow and to optimize.

**People**
- Maintaining effective working relationships across the Group.
- Keep employees motivated with a credible plan, set of objectives, career development and performance reviews.

**Customers**
- Strong skills of stakeholders’ management, under good and bad conditions.
- Promote service improvement, quality and client retention.
- Build a trully trust relationship with the client.

**Technical skills**:

- Experience with technologies and tools used in the Contact Center cloud and on prem scenario: Avaya, Cisco, Genesys Cloud, Genesys Engage, Genesys Connect, etc.

**Benefits**:

- This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.**Benefits may include**
- Pension Scheme
- Remote/Flexible work
- Life insurance
- Private health and dental care
- Cycle to work
- 28 days paid holiday a year
- (this includes three Sabio days)
- LinkedIn Learning
- Plus many more
- _Benefits are dependant on your base location.)_

**The Small Print**
- Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). _
**_Sabio Group are unable to offer sponsorship on any roles advertised._**

About Sabio Group

**THE DIGITAL CX TRANSFORMATION COMPANY**

Why Sabio?
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.