Service Delivery Director

3 days ago


London, Greater London, United Kingdom JAM IT Consultancy Ltd Full time
Job Description

We are seeking a skilled Service Delivery Director to lead our Customer Support and Service Management departments. As a key member of our team, you will be responsible for developing and implementing a customer service strategy that aligns with our company goals. You will also be expected to ensure timely resolution of customer impacting issues, queries or improvements, and personally handle major customer escalations as necessary.

The ideal candidate will have substantial experience in managing customer-facing technical teams and leading a service desk. A highly technical background, ideally within the CCaaS space, is essential. Additionally, experience in service management and/or customer service reviews is required. The successful candidate will be able to remain calm and focused under pressure, while also demonstrating exceptional communication skills.

Key Responsibilities
  • Develop and implement a customer service strategy that aligns with our company goals.
  • Ensure timely resolution of customer impacting issues, queries or improvements.
  • Personally handle major customer escalations as necessary.

Required Skills and Qualifications
  • Bachelor's degree in a relevant subject.
  • Substantial experience in managing customer-facing technical teams.
  • Substantial experience of leading a service desk.
  • Highly technical background, ideally within the CCaaS space.
  • Experience in service management and/or customer service reviews.
  • Exceptional communication, both written and spoken.


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