Service Delivery Manager
United Kingdom
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Job Description
Service Delivery Manager
Essex, England

Job Summary

ROLE AND RESPONSIBILITIES
The role will report into the Customer Director for IBS and will be responsible for the following:

Key Responsibilities

Customer

•    All BPO Contact Centre operations 
•    Delivering service excellence by meeting or exceeding all Client SLA’s
•    Achieving call quality requirements
•    Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly
•    Embedding a “right first time” mentality, and a “first time resolution” philosophy
•    Client communication and relationship management as and when required 
•    Participating in or leading new business bids
•    Onboarding and managing new customers seamlessly as IBS wins new business
•    Leading Client change projects that impact on Contact Centre operations

People

•    Coaching and development of Contact Centre Team Leaders
•    Managing team in line with HCL HR policies
•    Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
•    Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements

Skill Requirements

Technology

•    Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
•    Maintaining IBS’ telephony Disaster Recovery Plan
Efficiency

•    Managing within Contact Centre annual financial budget
•    Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
•    To be a key leader in the IBS transformation programme

Contractual & Commercial Awareness
•    Ensuring contractual adherence at all times
•    Being commercially aware in order to manage costs and optimise revenue

QUALIFICATIONS AND EDUCATION REQUIREMENTS
Preferably degree / professional qualification,  a minimum of 5 years internal IBS experience or 5 years expe-rience managing a Contact Centre of at least 50 seats ideally within the financial services industry.
Skills/Knowledge/Experience
•    Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge man-agement & technology)
•    Responsible for the guidance and development of your team so it is essential one is a good com-municator, able to inspire your team and spot potential. Man (or woman) management skills are a must.
•    Management is key
•    Build and maintain internal and external/sector-wide relationships
•    Self-motivator with the ability to work with ambiguity
•    Ability to lead and motivate new teams quickly and effectively
•    Mentally agile and decisive – good numerical understanding and sound commercial judgment 
•    Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
•    Understands the risks faced by the team and the controls in place to manage and mitigate risks      
REQUIRED WORK EXPERIENCE:
Experience of managing a UK-based Contact Centre of at least 50 seats is essential

Other Requirements

HOW MANY PEOPLE IS A CONTACT CENTRE MANAGER LIKELY TO MANAGE?
Anything from 40 -100 direct and indirect (dependent on the size of business).
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.