Service Delivery Manager
Department: Support
Employment Type: Full Time
Location: Madrid
Reporting To: Cristobal Ramos Perez
Description
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.
At Sabio Group we are looking for an exceptionally driven and experienced Service Delivery Manager to join our Support department.
Key Responsibilities Responsible for the delivery of contact center service to one or multiple clients.
Ensuring the compliance of the SLAs agreed with the clients.
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: Strong understanding of the Managed Services financial performance versus budget and forecast. Strong understanding of staff utilization, cost of service per contract/technology and where the business should be taking action to grow and 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 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.
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