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Job Description
Operations & Service Delivery Manager - Managed Service, Outsourcing, Contact Centre - Leeds
Package: £50-55K, Car/Car Allowance, 10k Bonus (70k Package), Pension & Health
A leading supplier of IT Managed Service & Business Process Outsourcing solutions require an Operations & Service Delivery Manager take ownership for all Front office customer service related solutions delivery as well as enabling the operation to scale as success increases.
In execution of your duties, you will:
Be responsible for owning the delivery of front office customer facing services including the management of Service Delivery, Project Management, Service desk support, onsite Technical & commercial support teams
Own the solution delivery process from the point of contract signature to go-live, ensuring the highest degree of customer service
Proposal and solution documentation (customer and internal)
Review delivery process from contract closure to go-live, including documentation and handover
Review customer contact and satisfaction for the delivery cycle
Review Internal Systems and support admin efficiency
Contribute to the review, development and documentation of new products & services
Conduct regular service reviews with each major supplier to ensure adherence to SLA`s
Provide timely management reporting to the business as required
Escalate service delivery issues before they become critical
To oversee, set objectives and measure the performance of team members
To be considered, you will need to possess:
Excellent Operations Management background with track record of delivering excellent Front Office Customer focussed solutions within an IT Managed service, Outsourcing or contact centre environment.
Commercial P&L Management skills
Experience of dealing with, and presenting to customers at board level
Management and motivation of Customer facing staff
Experience and understanding of BS7799 ISO 9000 procedures
Self motivation and ability to work well in a team environment
High work standards - quality and appearance of work as well as motivation and effort
Must be able to interact with customers at a high level and effectively manage expectations
Strong process and disciplined approach to follow up
Good commercial awareness
Operational experience in high-value, customer-facing role
Key words, ?operations director?, ?hosting?, ?managed services?, ?outsourcing?, ?contact centre?, ?bpo?, ?ito?
We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003
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