Service Delivery Manager

3 days ago


Daventry, Northamptonshire, United Kingdom Percepta LLC Full time

We are seeking an experienced Service Delivery Manager to join our team at Percepta LLC. In this role, you will oversee the delivery of exceptional customer experiences and drive operational excellence across our business.

Main Responsibilities
  • Spearhead the development and implementation of strategic initiatives to improve customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to identify and prioritize process improvements and implement solutions.
  • Provide coaching and guidance to team members to enhance their customer service skills and performance.
  • Develop and manage budgets to deliver departmental goals and objectives.
  • Lead training programs to upskill and reskill staff, ensuring they possess the necessary skills to deliver excellent customer experiences.
  • Maintain accurate records of customer interactions and provide insights to stakeholders to inform business decisions.
Key Requirements
  • Proven track record of success in a similar role, with a strong focus on customer experience and operational excellence.
  • Excellent communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement and implement solutions.
  • Experience with budgeting and financial management, with a proven ability to deliver departmental goals and objectives.
  • Highly organized and able to prioritize tasks effectively, with a strong attention to detail.
  • Knowledge of contact center technologies and customer tracking systems, with a willingness to learn and adapt to new tools and processes.
Salary and Benefits
  • Competitive salary of $70,000 - $90,000 per annum.
  • 25 days annual leave, increasing by 1 day on anniversary of start date for the first 5 years.
  • Life assurance 4 x annual salary.
  • Contributory pension scheme.
  • Private medical insurance.
  • Comprehensive travel insurance.
  • Discounts on brand new vehicles.
  • Employee assistance program.


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