Managed Services Director

2 months ago

London, Greater London, United Kingdom Wheelchair Transport Service, Inc. Full time

**Job Summary**

We are seeking an experienced Service Delivery Manager to join our team at Wheelchair Transport Service, Inc. As a key member of our Support department, you will be responsible for delivering high-quality contact center services to our clients.

**Key Responsibilities**

  • Ensure the delivery of contact center services to one or multiple clients
  • Ensure compliance with Service Level Agreements (SLAs) agreed with clients
  • Monitor and analyze Key Performance Indicators (KPIs) to ensure a positive guidance of the delivered service
  • Take necessary leadership to promote a positive sentiment on the client side related to the Managed Services Technical team performance
  • Support the sales organization by providing expert advice in technical aspects of complex Managed Services deals
  • Possibility of line management of some of the Managed Services technical experts

**Requirements**

  • Strong understanding of 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 to optimize
  • Ability to keep employees motivated with a credible plan, set of objectives, career development and performance reviews
  • Strong skills of stakeholders' management, under good and bad conditions
  • Promote service improvement, quality and client retention
  • Experience with technologies and tools used in the Contact Center cloud environment, especially Genesys Cloud platform
  • 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

**Benefits**

  • Pension Scheme
  • Life insurance
  • 25 days paid holiday a year

**About Us**

Wheelchair Transport Service, Inc. is a leading provider of transportation services for individuals with mobility impairments. We are committed to delivering high-quality services that meet the needs of our clients.

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