Voice And Contact Centre Delivery Manager
Posted Today by Brillio Europe (Formerly CloudStratex)
Negotiable
Inside
Undetermined
London Area, United Kingdom
Summary: The Voice & Contact Centre Service Manager is responsible for the end-to-end delivery and performance of global Voice and Contact Centre services, collaborating with internal teams and external service providers across multiple regions. This role emphasizes operational excellence, service governance, and continuous improvement in a complex global environment. The manager will oversee service delivery, compliance, vendor management, and financial reporting while driving strategic initiatives. Strong stakeholder engagement and communication skills are essential for success in this position.
Key Responsibilities:
- Own the full service life cycle 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
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 life cycle
- 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 Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
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 For
Service Delivery & Operations
- Own the full service life cycle 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 life cycle
- 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