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Service Delivery Manager

transcosmosDebrecen, Hajdú-Bihar, Hungary

22 napja

Munkaköri leírás

The SDM is responsible for the delivery of specific transcosmos’s Services. They work together with the Business Relationship Manager to identify service requirements, and develop service strategy, which is the responsibility of the SDM to execute. All Managed Services personnel working within the service report directly or indirectly to the SDM.

Main Duties & Responsibilities

Responsible for the management of a service. This includes Service Management and line management of the staff including the TL(s) and Agents or Engineers engaged in providing the service.
Accountable for all the activities required to deliver a successful service and ensure is delivered to a consistently exceptional standard and as defined in the SOWs.
Accountable for Financial service Management
Work with the Business Relationship Manager to develop clear Service strategies, objectives, and goals. Ensure your teams understand and deliver to these.
Set and monitor detailed KPI’s to ensure the effective day to day operations of the Service
Work with the Business relationship Manager to implement effective training, reporting, process, and quality programs across your teams.
Work with transcosmos’s customers and represent Managed Services Department

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Requirements :

Highly customer focused.

Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

Ability to motivate and drive a team of people to provide high level managed services.

Ability to earn the respect of internal and external customers, colleagues, and management

Excellent organizational skills

Good attention to detail

Excellent problem-solving skills

Technical :

Good Knowledge of Microsoft Office products

Behavioral :

Working Collaboratively :

Accountability

Adaptability :

Initiative : Being proactive

Planning & Organizing

Delegating and Empowering :

Managing Change

Qualifications [EDUCATION and / or EXPERIENCE]

Candidate must possess at least Bachelor’s / College Degree, any field.

Previous experience in BPO and Customer Service and / or technical account

Ability to demonstrate previous experience of team management experience.

Have a proven track record demonstrating the skills and qualities outlined in this document.

Languages

Excellent command of written and spoken English (Speech, Written, Reading, Comprehension

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.

Competitive salary

Cafeteria

Team building and free time activities

Modern office environment