5 Call / Contact Centres jobs in Banbury, Oxfordshire

Joining Culina Group as Service Delivery Manager, you will be responsible for the Management and efficiency of day to day operation of the Group IT Service Delivery Function. Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed. Shifts: Monday to Friday Key Duties;

• Definition of service level agreements (SLA's) in relation to contracted services, ensuring the SLA's are achieved; service quality and client expectations are met or exceeded.
• Produce performance reports to agreed schedule or upon request.
• Team Management: holiday, expenses and absence management duties, including disciplinary / grievance resolution and yearly performance reviews.
• Team mentoring and leadership - training and shaping the team to strive for excellence.
• Onboarding of new team members and encouraging the development of existing team members.
• Providing an escalation path for the business for issues / queries.
• Managing the allocation, prioritisation and progression of tasks.
• Operate department processes on an on-going basis ensuring they are both current and reflect best practice (in line with all department job descriptions and objectives), whilst being commercially sound
• Ensure customer service and business KPI's are set, maintained and improved through the IT functions' objectives
• Make best use of business in-house systems, understanding how they can be used most effectively in your team
• Ensuring that the team produces updated news items, vacancies and process updates on the Intranet as they occur inclusive of the system accurately reflects your current team and processes
• Liaise with SLT, technicians and business representatives from all departments acting as the primary source of support between IT and the business.
• Third party support contracts, service desks and service suppliers
• Delivering PDP's to your team and create opportunities for succession planning.
• Ensure that IT systems are maintained in line with supplier recommendations / best practice
• Ensure that systems are able to operate in line with business requirements
• Create proposals from recommendations to the Group Director of IT Service, Operations & Infrastructure relating to system improvements where applicable.