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Service Delivery Manager

Our prestigious multinational IT service provider client is looking for:

Service Delivery Manager


The Service Delivery Manager (SDM) is responsible for the successful delivery of operations of one or more business units. Must work with partners and all areas of the business to drive performance, productivity, quality, and cost objectives for the site. He / she is also responsible to Perform other special duties or assignments as requested or required by the Site Director. The SDM must Budget, plan, identify and minimize operational risk.

The ideal candidate should have at least 2 years experiences in an operational manager role or senior supervisor/Team Leader role in the service desk area. He / She should be fully competent in managing teams and be capable of working within a senior management team.


•             Develop the Team to achieve targets and appraise your direct reports with a company standard Performance Management system

•             Develop Team Leaders to achieve targets and drive projects for the overall success of the Operation

•             Take ownership for Client satisfaction issues; report and resolve any issues caused by the Service Desk team

•             Host and attend weekly operational and business review meetings with the Clients Senior Management team to discuss SLA/KPI’s and actions

•             Manage and deliver against Clients expectations and ensure Client Satisfaction

•             Responsible for provided forecasts and enabling/undertaking actions to be taken with headcount and resources based on it

•             Ensure targets are met and Team Leaders have appropriate resources/tools

•             Negotiate and agree changes that affect headcount

•             Ensure that recruitment meets the requirements of the Operation

•             Ensure that Team Leaders are informed of key Client information so they can keep all stakeholders updated.

•             Ensure Team Leaders meet any KPI’s

•             Manage the Team Leaders’ bonus & reviews

•             Responsible for the financial management of your group

•             Ensure head count planning is updated and relevant

•             Drive and manage projects to drive cost saving initiatives and all other business improvement initiatives

•             On-going analysis of results and implementing improvements to enhance customer experience and ensure delivery of SLA’s/KPI’s while working with Financial Controller and Site Manager

•             Manage and increase productivity levels of the teams

•             Manage headcount through efficiency planning against costs while using forecasting for workload

•             Set productivity goals for staff to achieve SLA’s and individual targets

•             Predict and manage attrition

•             Identify areas for morale improvements within the teams and implement initiatives to ensure length of service is maintained and increased as needed



•             At least 2 years experiences in an operation manager or in a supervisor position in any service desk/contact center/ customer service front office area

•             Fluent English knowledge

French knowledge is an advantage  

•             Understanding of the drivers of contact centre/service desk performance

•             Excellent knowledge of influencing and meeting contact centre/service desk metrics and targets, ability to set and achieve targets, trend reports

•             Capable of understanding financial reports, proven track record of managing within budgets

•             Drive and determination to successfully complete projects within costs and deadlines

•             Past experience of building partnerships with Clients, demonstrates high level of customer satisfaction in previous positions

•             Ability to negotiate, influence and gain agreement from others

•             Experience of Process and Matrix Managed Environment


What we offer:

•             Working in an international, young and dynamic team

•             Opportunity to develop your professional skills in a multinational company

•             Competitive salary and benefits

Munkavégzés helye Budapest főváros
Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás, IT / Informatika
Munkaidő tipusa Teljes munkaidő
Régió Budapest
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