Job Description

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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