Service Delivery Manager

Overview:

Service Delivery Manager

Location: UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered). Quarterly international travel may be required.

Salary: Dependent on experience

Contract: Permanent & full-time

Great Benefits

The Role

We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This is a client-facing role requiring a commercially aware, strategic thinker who can drive operational excellence and deliver against performance targets.

You will be accountable for end-to-end service delivery, ensuring productivity, service levels, and quality consistently meet or exceed client expectations. Working across multiple teams, you will lead performance, foster engagement, and create an environment that attracts, develops, and retains talent.

Success in this role will require strong leadership, stakeholder management, passion, personality and the ability to translate operational insight into actionable improvements that enhance customer experience.

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

Skills & 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

Who are we?

While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right?

In the UK we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’s what we call ourselves. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.

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