Service Delivery Manager - Fake Accounts

We are looking for an experienced, professional and driven Service Delivery Manager to work on-site at one of the largest social media companies in the world! The program is rapidly growing and headcount is expected to grow across the globe.

Your mission will be to manage delivery of BPO/Contact Centre projects at the clients' site. You will be expected to indirectly manage approx. 100-150 employees through a team of Team Managers, Team Leads, and other support structures.

What you will be doing:

• Manage a team of 50+ Campaign Specialists, Quality Analysts, Subject Matter Experts (SMEs), Team Leaders and Team Manager
  
• Engaging the team and ensuring a cohesive and collaborative work environment
  
• Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams
  
• Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and other Support Personnel
  
• Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines

What you need:

• Valid Stamp 4 Permit or EU citizenship
  
• Graduate (MBA is a plus)
  
• 10-12 years of total relevant work experience, with at least 5+ years in Digital Marketing, Digital Campaign management and/or Business Services field
  
• At least 2-3 years of managing managers (should have directly supervised Team Managers/Team Leaders)
  
• Six Sigma Certification/ Statistics/Analytical background preferred
  
• Proven capability to devising and delivering customer service strategies
  
• Hands-on experience managing and building high-performing teams
  
• Flexible to travel internationally

What's in it for you?

• Relocation package
  
• Health Insurance
  
lifer breakfast, lunch & dinner on-site

• A vibrant, modern office located in Dublin 3
  
• 25 days paid holidays per year
  
• A friendly, multicultural and sociable environment in the office
  
• Discounts on public transport costs
  
• Gym/retail discounts
  
• Pension scheme
  
• Life Assurance

If you feel you fit the criteria above, don't delay in applying and I will be in touch to discuss the next steps!