Service Delivery Manager

• Oversee the overall management of a service, including both service delivery and direct line management of team leaders and staff (agents or engineers) involved in providing the service;

• Take full accountability for all activities required to deliver a high-quality service, ensuring it meets or exceeds expectations as outlined in the Statements of Work (SOWs);

• Hold responsibility for the financial management of the service;

• Collaborate with the Business Relationship Manager to define and develop clear service strategies, objectives, and goals, and ensure these are effectively communicated and executed by the team;

• Establish and track detailed KPIs to ensure smooth and efficient daily service operations;

• Partner with the Business Relationship Manager to roll out effective training programs, reporting structures, processes, and quality assurance initiatives across the team;

• Act as a key representative of the Managed Services Department in interactions with transcosmos’s customers.

Requirements

• At least a Bachelor's degree in any field;

• Prior experience in a BPO environment, with a background in customer service and/or technical support;

• Proven track record in managing teams effectively;

• Strong proficiency in Microsoft Office applications;

• Highly customer-oriented with a strong focus on service quality;

• Outstanding verbal and written communication skills in English, with the ability to engage professionally and confidently at all organizational levels;

• Demonstrated experience in leading and supervising teams.

Benefits

• Competitive salary;
• Cafeteria;
• Team building and free time activities;
• Modern office environment in Debrecen.