Service Delivery Manager

Sabio 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 to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.

At 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

**Skills, Knowledge & Expertise**:
**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 truly trust relationship with the client.

**Technical skills**:

- Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform.

**Competencies & Behaviours**
- Degree in ICT (Computer Science, Telecommunications).- Knowledge and experience with ticketing tools (Remedy, ServiceNow).
- Knowledge and experience with operations management methodologies: ITIL.
- Responsibility
- Proactivity
- Leadership
- Teamwork

**Job 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 healthcare
- 25 days paid holiday a year
- 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._**
- Department- Support- Employment Type- Full Time- Location- Madrid- Reporting to- Cristobal Ramos Perez