Our client, an Irish-owned smart energy company that supplies electricity to the Pay As You Go energy market and who provides 100% green electricity from sources such as wind, solar, as well as hydro power, are looking for a Service Delivery Manager to join their Dublin Team.
Based in Dublin 4, as Service Delivery Manager you will oversee and manage the outsourced contact centre to ensure compliance with Service Level Agreements (SLAs) and optimal service delivery.
Key Responsibilities as Service Delivery Manager:
- Monitor and analyse performance metrics, conduct regular governance meetings, and act as the primary escalation point for customer experience and support issues.
- Identify and address non-compliance or underperformance, collaborating with partners to implement corrective actions.
- Prepare and present detailed performance reports, including metrics on cost savings and budget adherence, to the Head of Operations.
- Liaise with internal stakeholders to align contact centre activities with business objectives, fostering strong relationships with outsourced partners.
- Identify opportunities for process improvements, cost reductions, and service enhancements, implementing best practices in contact centre operations.
Requirements for Service Delivery Manager:
- Minimum of 3 years’ experience in managing outsourced contact centre contracts or a similar role, ideally in the utilities industry.
- Strong communication, analytical, and problem-solving skills, with proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to manage multiple tasks effectively, prioritize, and maintain strong organizational skills.
- Experience in customer-facing roles within the utilities industry, with a deep understanding of contact centre operations and performance metrics.
Benefits:
- Competitive salary
- 23 Days annual leave
- Laptop & phone
- Income protection
- Pension
- Health Insurance
- Gym membership
What’s next?
Please apply now by sending your CV to me and I will reply to your application in due course.
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