IT Service Manager - Voice and Contact Centre
Posted Today by Brillio Europe Limited
Negotiable
Inside
Undetermined
London, UK
Summary: The Voice & Contact Centre Service Manager is responsible for the end-to-end delivery and performance of global Voice and Contact Centre services. This role involves collaboration with internal IT teams and external service providers to ensure high-quality, reliable, and compliant services. The position requires a focus on operational excellence and service governance within a global context. The successful candidate will drive continuous improvement and manage stakeholder relationships effectively.
Key Responsibilities:
- Own the full service lifecycle for all Voice and Contact Centre infrastructure services
- Define operational plans, KPIs, and service levels
- Ensure strong application of ITSM processes (Incident, Problem, Change)
- Manage global service escalations using a follow-the-sun model
- Monitor performance metrics and proactively drive service improvements
- Coordinate service changes, product onboarding, and service extensions
- Own all Governance, Risk, and Compliance (GRC) documentation and processes
- Oversee security controls, vulnerability management, and regulatory compliance
- Track and support remediation of audit findings and compliance gaps
- Ensure accurate asset and configuration item management
- Lead governance and service reviews with External Service Providers
- Maintain strong vendor relationships aligned with internal standards
- Define and manage SLAs and OLAs across all parties
- Act as a key point of contact for business stakeholders and drive adoption of global standards
- Prepare and maintain service KPIs for reporting
- Support annual budget planning and ongoing financial forecasting
- Submit and manage Purchase Orders
- Track service costs and report risks and variances
- Review tools, reporting, and ways of working to identify improvement opportunities
- Investigate operational issues to deliver practical, scalable enhancements
- Support strategic programmes from planning through to delivery
- Ensure alignment with global IT and Voice & Contact Centre strategies
- Strong understanding of IT Service Management, Voice Infrastructure, and Contact Centre technologies
- Hands-on experience across one or more stages of the service or development lifecycle
- Proven experience managing IT services in a complex, global environment
- Demonstrated financial management and forecasting experience
- Strong collaboration skills across distributed teams
- Ability to influence senior stakeholders and communicate clearly
- In-depth knowledge of Voice and Contact Centre technologies
- Strong vendor, contract, and performance management abilities
- Excellent written and verbal communication
- Confident operating in fast-changing, ambiguous environments
- Strong analytical and problem-solving skills
- Highly organised with strong attention to detail
- Strategic mindset with a focus on efficiency and continuous improvement
Key Skills:
- Strong understanding of IT Service Management, Voice Infrastructure, and Contact Centre technologies
- Hands-on experience across one or more stages of the service or development lifecycle
- Proven experience managing IT services in a complex, global environment
- Demonstrated financial management and forecasting experience
- Strong collaboration skills across distributed teams
- Ability to influence senior stakeholders and communicate clearly
- In-depth knowledge of Voice and Contact Centre technologies
- Strong vendor, contract, and performance management abilities
- Excellent written and verbal communication
- Confident operating in fast-changing, ambiguous environments
- Strong analytical and problem-solving skills
- Highly organised with strong attention to detail
- Strategic mindset with a focus on efficiency and continuous improvement
Salary (Rate): undetermined
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Voice & Contact Centre Service Manager
We're looking for an experienced Voice & Contact Centre Service Manager to take ownership of the end-to-end delivery, performance, and continual improvement of our global Voice and Contact Centre services.
This is a key, stakeholder-facing role within our Global Network & Voice Service Management team, working across EMEA, Americas, and APAC in a follow-the-sun model. You'll collaborate closely with internal IT teams, business partners, and multiple External Service Providers to ensure our services remain high-quality, reliable, cost-effective, and fully compliant.
If you're passionate about operational excellence, service governance, and driving meaningful improvement in a complex global environment - we'd love to hear from you.
What You'll Be Responsible ForService Delivery & Operations
- Own the full service lifecycle for all Voice and Contact Centre infrastructure services
- Define operational plans, KPIs, and service levels
- Ensure strong application of ITSM processes (Incident, Problem, Change)
- Manage global service escalations using a follow-the-sun model
- Monitor performance metrics and proactively drive service improvements
- Coordinate service changes, product onboarding, and service extensions
Governance, Risk & Compliance
- Own all Governance, Risk, and Compliance (GRC) documentation and processes
- Oversee security controls, vulnerability management, and regulatory compliance
- Track and support remediation of audit findings and compliance gaps
- Ensure accurate asset and configuration item management
Vendor & Stakeholder Management
- Lead governance and service reviews with External Service Providers
- Maintain strong vendor relationships aligned with internal standards
- Define and manage SLAs and OLAs across all parties
- Act as a key point of contact for business stakeholders and drive adoption of global standards
Financial & Reporting Management
- Prepare and maintain service KPIs for reporting
- Support annual budget planning and ongoing financial forecasting
- Submit and manage Purchase Orders
- Track service costs and report risks and variances
Continuous Improvement & Strategy
- Review tools, reporting, and ways of working to identify improvement opportunities
- Investigate operational issues to deliver practical, scalable enhancements
- Support strategic programmes from planning through to delivery
- Ensure alignment with global IT and Voice & Contact Centre strategies
Experience & Qualifications
- Strong understanding of IT Service Management, Voice Infrastructure, and Contact Centre technologies
- Hands-on experience across one or more stages of the service or development lifecycle
- Proven experience managing IT services in a complex, global environment
- Demonstrated financial management and forecasting experience
- Strong collaboration skills across distributed teams
- Ability to influence senior stakeholders and communicate clearly
Skills & Competencies
- In-depth knowledge of Voice and Contact Centre technologies
- Strong vendor, contract, and performance management abilities
- Excellent written and verbal communication
- Confident operating in fast-changing, ambiguous environments
- Strong analytical and problem-solving skills
- Highly organised with strong attention to detail
- Strategic mindset with a focus on efficiency and continuous improvement
Inside IR35 - 12 month contract
1 day a week travel with occasional travel to client site