At a Glance
- Tasks: Lead a luxury retail client account and drive operational excellence across multiple locations.
- Company: Dynamic company focused on delivering high-quality customer experiences.
- Benefits: Competitive salary, hybrid working options, and opportunities for professional growth.
- Other info: Join a collaborative team with a focus on continuous improvement and employee engagement.
- Why this job: Make a real impact by managing client relationships and driving innovation in a fast-paced environment.
- Qualifications: Proven leadership experience in contact centre management and strong stakeholder management skills.
The predicted salary is between 40000 - 50000 £ per year.
Service Delivery Manager
Location: UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered).
Contract: Permanent & Full time. Salary: Dependent on experience.
Overview
We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This client‑facing role requires a commercially aware, strategic thinker capable of driving operational excellence and delivering against performance targets.
Key Responsibilities
- Own and deliver performance across all operational KPIs, identifying trends and implementing corrective actions where required.
- Build and maintain strong client relationships, balancing client expectations with business objectives.
- Lead multi‑site and remote teams, ensuring alignment, engagement, and high performance.
- Translate operational data into clear, actionable insights to drive continuous improvement.
- Manage multiple priorities and deadlines in a fast‑paced environment.
- Partner with internal functions (Client Services, Operations, WFM, Quality, Project Management) to deliver cohesive outcomes.
- Drive innovation, transformation initiatives, and rapid change implementation.
- Ensure compliance with contractual, security, and data protection requirements.
- Produce high‑quality business and client reporting with clear commentary and recommendations.
- Identify and mitigate operational risks, ensuring robust controls are in place.
- Support employee engagement initiatives, including forums and feedback mechanisms, to proactively address issues.
Qualifications & Experience
- Proven leadership experience as a contact centre manager or equivalent (100+ FTE).
- Experience managing operations across multiple sites and regions, including remote teams.
- Strong stakeholder management and influencing skills at all levels.
- Solid operational management background with a focus on performance delivery.
- Demonstrated ability to manage complex client relationships.
- Experience working with off‑shore and/or multi‑lingual operations.
- Knowledge of contact centre tools and reporting platforms (e.g., telephony, email, workforce tools).
- Track record of delivering change within the operation.
Personal Attributes
- Strong relationship‑building skills with senior stakeholders.
- Clear communicator with the ability to translate client requirements into team objectives.
- Collaborative approach, working effectively across multiple support functions.
- Commercially aware with a proactive, solution‑oriented mindset.
- Detail‑focused with strong analytical capability.
- Passionate about delivering high‑quality customer and employee experiences.
- Continuous improvement mindset, including exposure to methodologies such as Six Sigma.
Service Delivery Manager in Bristol employer: Teleperformance SE
As a Service Delivery Manager with us, you'll thrive in a dynamic and supportive work culture that prioritises employee engagement and professional growth. Our hybrid working model allows for flexibility while you lead a prestigious luxury retail client account, driving operational excellence across multiple locations. With a focus on innovation and continuous improvement, we empower our employees to make impactful contributions and enjoy a rewarding career journey.
