Service Delivery Manager

4 days ago

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

Sabio is a global company and a leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high-quality, secure, and robust platforms and solutions.

Key Responsibilities
  • Responsible for the delivery of contact center service to one or multiple clients
  • Ensure compliance of SLAs agreed with clients
  • Follow KPIs to ensure positive guidance of delivered service
  • Take necessary leadership to promote positive sentiment on client side related to Managed Services Technical team performance
  • Support sales organization, providing expert advice in technical aspects of complex Managed Services deals
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 business should be taking action to grow and to optimize
  • Keep employees motivated with 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 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

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