At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
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 following the KPIs 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 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. Job Benefits
This is your chance to join a 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 dependent 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
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