Job Details

A company is looking for an IT Call Center Service Delivery Manager to oversee efficient operations and enhance service delivery.Key ResponsibilitiesLead and develop IT service professionals while ensuring alignment with service goalsEstablish and improve service delivery frameworks, monitoring performance metrics and reporting on service outcomesCoordinate documentation and compliance, support client reporting needs, and manage escalated client issuesRequired QualificationsBachelor's degree and four years of relevant experience or equivalent combination of education and experienceProven experience in managing teams and delivering IT services in a complex environmentExperience managing call center operations and near-shore operating modelsStrong knowledge of incident management, service request management, and problem management processesAbility to mentor and educate team members while maintaining organizational values