Capita (Polska) Sp. z o.o.

Service Delivery Manager

Capita (Polska) Sp. z o.o.O firmie

  • Łódź, łódzkie

  • Ogłoszenie wygasło 43 minut temu
  • Umowa o pracę
  • Pełny etat
  • Kierownik
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Capita is a leading business services provider with over 63,000 employees, operating in the UK, Europe, India and South Africa. Capita Poland supports clients across a range of sectors, including education, transport, health, life and pensions, insurance, and other private and public sector organisations. Recognised as most dynamically developing BPO in Poland, awarded by Outsourcing Stars and CEE Awards.
 
As part of our Business growth we are currently looking for a talented Service Delivery Manager to lead the Operation for one of our most prestigious clients who are recognised as the worlds largest travel and accommodation provider.
Service Delivery Manager
Workplace: Łódź

About the role:

The Service Delivery Manager will be responsible for delivery of the Scope of Works and all associated contracted SLA’s and KPI’s as agreed with the Client. The SDM is fully accountable for the overall delivery, development and growth of the account. Professional and effective Client Relationship Management will be key to the incumbent’s success.
 
Reporting to the Head of Multilingual Service Delivery, the role will be accountable for delivering a best in class service, this will consist of leading multiple direct and indirect personnel within the Business Unit.

Duties & Responsibilities:

  • Effectively manage and deliver to all service levels and performance criteria.
  • Develop and maintain a professional and communicative relationship with the Client, know the Clients business.
  • Engage with the client to plan and implement the strategic vision and to help grow the business.
  • Develop and adhere to a suitable engagement/governance strategy with the client.
  • Own the client relationship including forecasting, budgeting, invoicing and operational excellence.
  • Manage escalation procedures in line with agreed process, be the face of Capita.
  • Grow and develop staff, performance manage appropriately. Develop a people succession planning framework.
  • Adhere to all L&D and HR processes
  • Deliver all reports and requirements in a timely and accurate manner.
  • Own, drive and achieve profitability and financial / commercial awareness.
  • Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.
  • Be innovative, share ideas and drive improvement in Process, People and Technology.
  • Drive and share best practice internally and externally.

This list is non-exhaustive, and duties may change to reflect the changing needs of the business.

What you need to do the job

C1 Level English is mandatory

  • Extensive knowledge and experience of working within an outsourced operation.
  • Minimum of 3 years previous experience at Management level, excellent leadership & people management skills.
  • Expertise and familiarity with Call Centre Operations including forecasting, process and technologies.
  • Highly developed client facing/relationship management skills.
  • Flexible, resilient and receptive to change with the ability to manage changing priorities.
  • Must have proven success demonstrating leadership, client services, problem-solving, decision-making, and multitasking skills.
  • Highly organized with a systematic approach to work and excellent attention to detail.
  • Able to analyse, summarize and present complex data to management.
  • Excellent presentation skills.
  • Ability to cope with ambiguity and change and maintain high level of professionalism when working under pressure.
  • As expected for a management level position, flexibility around the needs of the business as required.
  • Excellent interpersonal and relationship management skills within a multi-cultural business environment.

What we can offer you:

Together with your remuneration package you will have access to a variety of voluntary benefit options. These are to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

Some other of our benefits include:

  • Employee Recognition Programme             
  • Onsite Car Parking Space                
  • Free Fruit Mondays
  • Excellent career progression opportunities
  • Social Club & Wellbeing Group
  • Training & Development programmes                       
  • Fun & Flexible place to work
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If this sounds like you, please send your CV via Apply now button below.

Good luck!
By clicking on the relevant „Apply” or „Apply now” button or by submitting your application to Capita (Polska) Sp. z o.o. (employer and data controller) by other means, you allow the Employer to process your personal data included in the application for the purpose of conducting a recruitment process for the position indicated in the advertisement. 
 
If you would like to join Capita Talent Bank for the purposes of future recruitment processes, please tick the appropriate box at the bottom of the application form once you are redirected.
 
The data controller of your personal data is Capita (Polska) Sp. z o.o. with its registered seat at ul. Lubicz 23; You may contact the data protection officer at the following email address: [email protected]
Capita is a leading business services provider with over 63,000 employees, operating in the UK, Europe, India and South Africa. Capita Poland supports clients across a range of sectors, including education, transport, health, life and pensions, insurance, and other private and public sector organisations. Recognised as most dynamically developing BPO in Poland, awarded by Outsourcing Stars and CEE Awards.
 
As part of our Business growth we are currently looking for a talented Service Delivery Manager to lead the Operation for one of our most prestigious clients who are recognised as the worlds largest travel and accommodation provider.
Service Delivery Manager

About the role:

The Service Delivery Manager will be responsible for delivery of the Scope of Works and all associated contracted SLA’s and KPI’s as agreed with the Client. The SDM is fully accountable for the overall delivery, development and growth of the account. Professional and effective Client Relationship Management will be key to the incumbent’s success.
 
Reporting to the Head of Multilingual Service Delivery, the role will be accountable for delivering a best in class service, this will consist of leading multiple direct and indirect personnel within the Business Unit.

Duties & Responsibilities:

  • Effectively manage and deliver to all service levels and performance criteria.
  • Develop and maintain a professional and communicative relationship with the Client, know the Clients business.
  • Engage with the client to plan and implement the strategic vision and to help grow the business.
  • Develop and adhere to a suitable engagement/governance strategy with the client.
  • Own the client relationship including forecasting, budgeting, invoicing and operational excellence.
  • Manage escalation procedures in line with agreed process, be the face of Capita.
  • Grow and develop staff, performance manage appropriately. Develop a people succession planning framework.
  • Adhere to all L&D and HR processes
  • Deliver all reports and requirements in a timely and accurate manner.
  • Own, drive and achieve profitability and financial / commercial awareness.
  • Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.
  • Be innovative, share ideas and drive improvement in Process, People and Technology.
  • Drive and share best practice internally and externally.

This list is non-exhaustive, and duties may change to reflect the changing needs of the business.

What you need to do the job

C1 Level English is mandatory

  • Extensive knowledge and experience of working within an outsourced operation.
  • Minimum of 3 years previous experience at Management level, excellent leadership & people management skills.
  • Expertise and familiarity with Call Centre Operations including forecasting, process and technologies.
  • Highly developed client facing/relationship management skills.
  • Flexible, resilient and receptive to change with the ability to manage changing priorities.
  • Must have proven success demonstrating leadership, client services, problem-solving, decision-making, and multitasking skills.
  • Highly organized with a systematic approach to work and excellent attention to detail.
  • Able to analyse, summarize and present complex data to management.
  • Excellent presentation skills.
  • Ability to cope with ambiguity and change and maintain high level of professionalism when working under pressure.
  • As expected for a management level position, flexibility around the needs of the business as required.
  • Excellent interpersonal and relationship management skills within a multi-cultural business environment.

What we can offer you:

Together with your remuneration package you will have access to a variety of voluntary benefit options. These are to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

Some other of our benefits include:

  • Employee Recognition Programme             
  • Onsite Car Parking Space                
  • Free Fruit Mondays
  • Excellent career progression opportunities
  • Social Club & Wellbeing Group
  • Training & Development programmes                       
  • Fun & Flexible place to work
If this sounds like you, please send your CV via Apply now button below.

Good luck!
By clicking on the relevant „Apply” or „Apply now” button or by submitting your application to Capita (Polska) Sp. z o.o. (employer and data controller) by other means, you allow the Employer to process your personal data included in the application for the purpose of conducting a recruitment process for the position indicated in the advertisement. 
 
If you would like to join Capita Talent Bank for the purposes of future recruitment processes, please tick the appropriate box at the bottom of the application form once you are redirected.
 
The data controller of your personal data is Capita (Polska) Sp. z o.o. with its registered seat at ul. Lubicz 23; You may contact the data protection officer at the following email address: [email protected]

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