Description
Location: Remote currently (some travel to Wakefield late 2021)
Day rate: Circa £400 - £500 per day
Job type: Contract
Start date: ASAP
Contract Length: 3-6 months
Working hours: 8am - 6pm, weekend work will also be required
Solutionize Global is one of the UK's fastest growing Managed Service Providers, some of our clients include top tier technology companies and we are also a Dell Gold Partner. We are looking for a highly experienced ITIL certified Contact Centre Manager for an exciting engagement as part of a wider programme of work we are delivering.
Responsibilities:
- Management of a large Contact Centre team
- Managing a high volume of contacts, somewhere between 70,000 and 80,000 contacts per month
- Managing highly complex incidents across multiple suppliers both internally and externally
- Management of Major Incident, Problem, Change and Risk Management processes
- Management of change and release activity
- Responsible for reporting on service improvement across various KPI's
- Management of service providers, reviewing service performance and building strong supplier relationships
- Ensure incidents are resolved within agreed Service Levels
- Act as an escalation point for both IT and the Business
Experience Required:
- Contact Centre Management experience
- ITIL v3 or v4 Service Management certification or equivalent practical experience
- ServiceNow experience - desirable
- Strong stakeholder management capability
- Systems integration and 3rd party supplier management experience
- Previous demonstrable experience and knowledge of Incident, Change & Process Management
- Experience working with multiple high profile incidents
- Candidates must be okay with weekend shift work
If this sounds like the perfect opportunity for you then please apply or get in touch with a member of the SG Talent Team today.