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Service Delivery Manager

3 months ago

Birmingham, United Kingdom Sigma Financial Group Full time

**Your title**: Service Delivery Manager - Telco
**Your core hours**: Operational
**Where you work**: WFH

We are different, so why not join us?

If you are an experienced and hardworking Team Manager looking to make the Service Delivery Manager role your own, with the opportunity to shape and drive transformation and implement great leadership then we have the perfect role for you.

You'll have a track record in team management, driving culture and KPI's and delivering and maintaining outstanding client relationships. You will already have an idea of what this opportunity will involve, but to give you an overview.

**What you'll do and be part of **
- You're a modern leader free from command and control. Success comes from teamwork and shared goals - you'll role model this
- You'll understand performance metrics and how these are used to effectively influence improvements
- Your communication skills will be excellent, and you will be able to use them to understand and communicate new processes and requirements
- You will question and get curious, always look how we can improve, and how we can do things differently
- You'll be able to build strong and effective relationships with everyone in your workstream and the campaign
- You'll be able to organize and manage your time effectively whilst balancing multiple tasks and projects - you'll also be flexible
- You'll be confident reading, analyzing and interpreting reporting and MI
- You'll be an excellent coach and line manager capable of mentoring your direct reports and molding their development
- You'll have a good understanding of Real time adherence and will work closely with the planning teams or the client to ensure a good grade of service
**What will you bring? **
- Experience of managing a collections campaign would be preferred.
- Experience of managing teams that deal with both call centre and back-office process is required.
- Experience of managing client relationships
- You'll have experience of managing managers in a Contact Centre environment or full work from home campaign.
- You'll have quantifiable experience maintaining service levels & performance metrics.
**What's in it for you (apart from joining an all-round fabulous place to work) **

We are about to launch our revamped benefits offering, so watch this space, but what we can mention in the meantime is:
- Real career development opportunities
- 22 days holiday (and bank holidays)
- Pension scheme
- Treedom scheme - all employees upon passing probation are gifted a tree to plant in the Sigma forest
- Peer recognition and awards scheme
- Wellbeing initiatives like desktop yoga and mental health first aiders
- Joining a diverse and inclusive workplace
- Employee Assistance Program
- The opportunity to be involved in a variety of charitable/volunteer work
- Opportunity to gain management experience
- Will be a part of fostering positive relationships within the operations space
And much more

**Who are We? Sigma, part of the Digicall Group **

Our business revolves around Business Process Outsourcing - we help run our clients' businesses more effectively and efficiently by taking responsibility for various processes.
Sigma Financial Group is committed to promoting a diverse and inclusive workplace. Our aspiration is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel valued and able to give their best.

**What's next?**

You may have experience of the following: Service Delivery Manager, Operations Manager, General Manager, Customer Service, Contact Centre Manager, Customer Services Manager, Collections, Financial Services, Contact Centre, Collections Team Leader, etc.

REF-204740