Service Delivery Manager, Contact Center Solutions
New
H
HCLTechIT services
Remote in PolandFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent in English (written and spoken); proficiency in German or another European language is a plus.
- Experience
- 3–7 years of experience in service delivery management, preferably within contact center or IT operations environments.
- Required Skills
- Process improvement
Requirements
- Hold a bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- Have 3–7 years of experience in service delivery management, preferably in contact center or IT operations environments.
- Understand contact center platforms, architectures, and operational processes.
- Have experience defining and monitoring KPIs, SLAs, and OLAs.
- Have knowledge of service management frameworks and development life cycles.
- Be able to manage incidents, troubleshoot operational issues, and drive process improvements.
- Communicate effectively and engage and influence stakeholders at multiple levels.
- Work independently and within cross-functional teams.
- Be fluent in written and spoken English.
- German or another European language is a plus.
- Experience with transformation and integration projects, especially in multinational environments, is a plus.
- Familiarity with technology audit and compliance processes is a plus.
- Exposure to the insurance or financial services sector is advantageous.
Responsibilities
- Lead end-to-end onboarding for voice contact center services, including defining and administering operational processes, KPIs, and service levels.
- Prepare and manage contractual documentation related to contact center services.
- Engage in service management processes for assigned services and align them with organizational goals.
- Participate in service meetings and performance reviews, focusing on agreed deliverables and continuous improvement.
- Monitor, analyze, and report on service performance; identify opportunities for optimization and transformation.
- Investigate issues in existing processes and work practices, and collaborate with teams to implement solutions.
- Maintain KPIs and contribute to corporate and departmental performance reporting.
- Work with internal business partners and stakeholders to implement global standards, processes, and programs.
- Establish and ensure adherence to SLAs and OLAs with internal and external teams.
- Track audit and compliance findings and ensure timely remediation.
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