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For Companies At a Glance
- Tasks: Manage global Voice and Contact Centre services, ensuring top-notch delivery and performance.
- Company: Join a dynamic team focused on innovative service management.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Opportunity to drive continuous improvement and work with diverse stakeholders.
- Why this job: Be at the forefront of service excellence in a fast-paced, global environment.
- Qualifications: Degree in IT or Business Management and strong service management experience required.
The predicted salary is between 60000 - 80000 £ per year.
The Voice & Contact Centre Service Manager owns the end-to-end delivery and performance of global Voice and Contact Centre services. This role ensures reliable, secure, and compliant services aligned to business and IT objectives, working closely with internal teams, business stakeholders, and external service providers in a global follow-the-sun model.
Key Responsibilities
- Service Delivery & Operations
- Own the full service lifecycle for Voice and Contact Centre services, including KPIs and service level management.
- Ensure effective ITSM processes (Incident, Problem, Change) across assigned services.
- Manage regional escalations and service performance, identifying and driving improvements.
- Coordinate service changes, enhancements, and onboarding of new services.
- Governance, Risk & Compliance
- Manage governance, risk, and compliance processes and documentation.
- Oversee security controls, vulnerability management, and audit readiness.
- Track and support remediation of audit and compliance findings.
- Maintain accurate and auditable service assets and configuration items.
- Vendor & Stakeholder Management
- Lead governance and performance management of External Service Providers.
- Maintain strong vendor relationships aligned with internal standards.
- Define and manage SLAs and OLAs.
- Act as a primary point of contact for business stakeholders.
- Financial & Reporting Management
- Develop and report service KPIs.
- Support budgeting, forecasting, and purchase order management.
- Track service costs and report financial risks or variances.
- Continuous Improvement & Strategy
- Identify and implement improvements to tools, reporting, and ways of working.
- Contribute to operational issue resolution and scalable improvements.
- Support strategic initiatives and align services with global IT strategy.
Experience & Qualifications
- Degree in IT, Business Information Management, or equivalent experience.
- Strong IT service management experience with Voice and Contact Centre technologies.
- Working knowledge of ITIL practices (Incident, Problem, Change).
- Experience managing services in a complex, global environment.
- Proven financial and budget management experience.
- Strong stakeholder engagement and communication skills.
Skills & Competencies
- Voice and Contact Centre service expertise.
- Vendor and contract management.
- Clear, effective communication.
- Strong analytical and problem-solving skills.
- Ability to operate in fast-paced, ambiguous environments.
- Detail-oriented with a continuous improvement mindset.
Service Manager in London employer: Munich Re
Contact Detail:
Munich Re Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential employers on LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their Voice and Contact Centre operations inside out. We want you to show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your responses to common interview questions, especially around service delivery and stakeholder management. We can’t stress enough how important it is to articulate your experience clearly and confidently!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Manager. Highlight your experience with Voice and Contact Centre technologies, IT service management, and any relevant ITIL practices. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've managed services in a global environment and improved performance. Let us know what makes you tick!
Showcase Your Stakeholder Skills: In your application, emphasise your strong communication and stakeholder engagement skills. We value clear and effective communication, so share instances where you've successfully managed vendor relationships or collaborated with internal teams.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Munich Re
✨Know Your Service Lifecycle
Make sure you understand the full service lifecycle for Voice and Contact Centre services. Be ready to discuss how you've managed KPIs and service levels in your previous roles, as this will show your familiarity with the responsibilities of the Service Manager position.
✨Brush Up on ITIL Practices
Since the role requires strong knowledge of ITIL practices, take some time to review Incident, Problem, and Change management processes. Prepare examples from your past experiences where you successfully implemented these practices to improve service delivery.
✨Showcase Your Stakeholder Management Skills
This role involves a lot of interaction with both internal teams and external service providers. Think of specific instances where you've effectively engaged stakeholders or resolved conflicts, as this will demonstrate your communication skills and ability to manage relationships.
✨Prepare for Financial Discussions
As financial and budget management is key, be prepared to discuss your experience with budgeting, forecasting, and tracking service costs. Bring examples of how you've identified financial risks or variances in previous roles to highlight your analytical skills.