Service Delivery Manager
Full TimeJob Overview
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Service Delivery Manager.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Service Delivery Manager.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
- Lead service delivery teams, fostering a culture of accountability and growth.
- Own service performance, SLA adherence, and escalation resolution.
- Act as the senior client interface, managing service reviews and feedback.
- Align service delivery with strategic and commercial objectives.
- Sponsor continuous improvement initiatives and contribute to proposition development.
Skills Knowledge and Expertise
Knowledge
- ITIL-based service management and delivery governance.
- Strategic leadership and stakeholder influence.
- Customer relationship and commercial alignment.
- Performance analysis and operational reporting.
Skills
- ITSM platforms (ServiceNow, Jira).
- CRM tools (Salesforce, Dynamics).
- Cloud CX platforms (Genesys Cloud, AWS).
- Reporting tools (Power BI, Excel).
Technologies
- ITSM platforms (ServiceNow, Jira).
- CRM tools (Salesforce, Dynamics).
- Cloud CX platforms (Genesys Cloud, AWS).
- Reporting tools (Power BI, Excel).
Qualifications
- Bachelor’s degree in Business, Operations, or Technology.
- Master’s degree desirable
Certifications
- ITIL v4 Foundation (minimum), ITIL Expert preferred.
- CX or Customer Success certification (e.g., CCXP).
- Leadership or coaching accreditation (e.g., ILM, CMI)
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