Service Delivery Excellence Leader

Há 4 dias


Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

Company Overview
We are Cross Border Talents, a dynamic organization dedicated to connecting exceptional professionals with exciting opportunities. Our team is passionate about delivering top-notch service and driving business success.

Job Summary
We are seeking a highly skilled Service Delivery Excellence Leader to join our team. As a key member of our operations team, you will be responsible for managing one or more client accounts, promoting continuous improvement, and ensuring excellent service delivery.

Salary
The estimated salary for this position is €80,000 - €120,000 per annum, depending on experience. This competitive package reflects the importance of this role in driving business success and achieving exceptional results.

Job Description
Key Responsibilities:

  • Manage service delivery for one or more client accounts, ensuring consistent and measured delivery of services to contracted SLAs.
  • Accountable for robust contract P&L management, online with agreed Business Case and Financial Plans targets.
  • Provide support to new business opportunities, taking an active supporting role in bids and supporting the transition and implementation of new business.
  • Ensure timely and accurate escalation of client service problems and incidents within appropriate timescales.
  • Provide expert problem management support to difficult, high-profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for the future benefit.
  • Ensure the client's contractual targets and measurements are supported by back-to-back supplier commitments.

Requirements:

  • Experience of having successfully operated at prime customer contact level.
  • Business unit or contract budget ownership with experience of P&L management (minimum, certain financial acumen).
  • Experience working in a virtual environment (International Operations).
  • PREFERRED: Experience in outsourcing bids, from pre-sales to successful implementation.
  • Strong presentation skills with experience of presenting to senior customer representatives.
  • PREFERRED: Relevant professional qualifications (e.g., ITIL, Lean Six Sigma, PMI).
  • Required Language Thresholds: English (C2: Native-Level Fluency).

Benefits:

  • Competitive Salary
  • Meal Allowance on Card
  • Career Progression Opportunities
  • Staff Canteen with varied food options and river-facing balcony seating
  • Well-rounded Health and Life Insurance Packages
  • On-site gym: includes indoor pool access, fitness classes, and a football pitch


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