HTC Europe

  • Senior Service Delivery Manager, VR

    Position Type
    Permanent Full-Time
    United Kingdom
  • Overview

    Role Purpose:


    The Service Delivery Manager (SDM) for HTC Europe is responsible for driving operational excellence across the Customer Contact business function. This includes maintaining a high level of knowledge relating to processes, procedures, in-life products and contact centre systems, ensuring that supporting knowledge content is efficiently created and distributed. The SDM will be inspired by new technology and be technically proficient, with the capability to think problems through logically and systematically. The SDM needs to have experience in coordinating projects and initiatives, where effective time management and eye for detail are imperative. The role will be challenging, but will reward those who thrive in a fast-paced, client-focused, and entrepreneurial environment.


     Key Responsibilities include (but not limited to)


    • Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services
    • Act as a point of escalation/notification for issue and risk management in relation to the services
    • Establish processes and policies designed to ensure consistently high service performance
    • Monitor and report KPIs, project activities and service improvements as required.
    • Represent the voice of the customer into contact centres and use customer insight data to drive customer experience improvements
    • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions


    Key Requirements:

    • Significant knowledge of end to end service delivery, preferably in a customer contact centre environment
    • A desire and genuine passion for delivering excellent customer service ensuring an empathic approach
    • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
    • Excellent leadership and communication skills



    Person Specification


    Knowledge Skills and Abilities


    • 5+ years management experience, preferably within a call centre or technical helpdesk environment
    • Evidence of strong commercial awareness and understanding of customer needs
    • Champion Continuous Improvement which includes the development and analysis of reports and implementation of solutions which improve service delivery, including the identification of proactive solutions to address potential quality issues 
    • Highly results driven, with the energy and determination to succeed in a very fast paced environment where the pace and quality of response is critical to success
    • Able to make timely, accurate decisions in order for service delivery to meet SLAs
    • Strong leadership, analytical, problem-solving with both project and program management skills
    • Excellent team coaching, training, facilitation and development skills 
    • Must possess the ability to maintain flexibility and openness to a rapidly changing environment
    • Proven ability to build relationships and influence internal stakeholders and external partners

    Key Competencies

    • Exceptional organisational skills and inter-personal skills
    • Strong communicator, both written and oral
    • Ability to present with confidence to senior management teams
    • Highly self-motivated, fast learner, proactive and keen to progress
    • Excellent ability to stay cool under pressure, navigate calmly through change and be adaptable
    • Ability to work on a team that interacts with many different internal departments


    Education / Training


    • University education level or equivalent industry experience
    • ITIL Service delivery manager qualification (preferred)


    Any other relevant information:

    • Based in Slough
    • Drivers licence required
    • Travel abroad may be required 



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