IT Call Center Service Delivery Manager

Job description

The Call Center Service Delivery Manager ensures the efficient and effective operation of Rapid Resolution teams, aligning their activities with organizational objectives and client needs. This role involves managing day-to-day operations, including training, documentation, and reporting to enhance service delivery. Collaborating closely with clients, near shore resources and internal leadership, the Service Delivery Manager is responsible for achieving agreed service levels, driving continuous improvement, and fostering a high-performing team environment. By focusing on operational efficiency and client satisfaction, this role plays a key part in the organization's overall success. QUALIFICATIONS: - Lead, coach, and develop IT service professionals, fostering a high-performance environment and ensuring team alignment with service goals. - Establish, manage, and continuously improve frameworks for service delivery, aligning with organizational goals. - Responsible for tracking training to ensure skillsets and regulation compliance are being met. - Monitor and analyze performance metrics (KPIs), report on service performance, and identify opportunities for improvement. - Oversee Con...