- Company Name
- Brillio Europe (Formerly CloudStratex)
- Job Title
- Voice And Contact Centre Delivery Manager
- Job Description
-
**Job Title**: Voice And Contact Centre Delivery Manager
**Role Summary**
Lead end‑to‑end delivery, performance and continual improvement of global Voice and Contact Centre services. Operate in a follow‑the‑Sun model across EMEA, Americas and APAC, collaborating with IT, business partners and external providers to maintain high‑quality, reliable, cost‑effective, compliant services.
**Expectations**
- Deliver world‑class Voice and Contact Centre operations that meet defined SLAs.
- Drive operational excellence, governance and risk controls in a complex, global environment.
- Influence senior stakeholders, align initiatives with global IT and business strategy, and communicate effectively across distributed teams.
**Key Responsibilities**
1. **Service Delivery & Operations**
- Own the full life‑cycle of all Voice and Contact Centre infrastructure services.
- Define operational plans, KPIs, and service levels.
- Apply ITSM processes (Incident, Problem, Change).
- Manage global escalations and follow‑the‑Sun operations.
- Monitor performance metrics and lead improvement initiatives.
- Coordinate service changes, product onboarding and extensions.
2. **Governance, Risk & Compliance**
- Own GRC documentation and processes.
- Oversee security controls, vulnerability management and regulatory compliance.
- Track audit findings and remediation.
- Maintain accurate asset and configuration data.
3. **Vendor & Stakeholder Management**
- Lead governance and service reviews with external providers.
- Manage SLAs and OLAs, ensuring alignment with internal standards.
- Act as primary contact for business stakeholders, promoting global standards adoption.
4. **Financial & Reporting Management**
- Prepare and maintain service KPIs for executive reporting.
- Support annual budget planning and financial forecasting.
- Submit and manage purchase orders, track costs, report risks and variances.
5. **Continuous Improvement & Strategy**
- Review tools, reporting and working practices to identify improvement opportunities.
- Investigate operational issues, delivering practical, scalable enhancements.
- Support strategic programs from planning to delivery, ensuring alignment with global IT and Voice strategies.
**Required Skills**
- Deep knowledge of Voice and Contact Centre technologies (VOIP, IP PBX, CTI, IVR, WFO).
- Strong IT Service Management experience (ITIL, ITSM processes).
- Vendor, contract and performance management expertise.
- Excellent written and verbal communication; stakeholder influence.
- Analytical, problem‑solving and decision‑making abilities.
- Highly organised, detail‑oriented with a strategic focus on efficiency.
- Ability to thrive in fast‑changing, ambiguous environments.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Business Administration or related field.
- ITIL Foundation (or higher) certification.
- Relevant Voice/Communication technology certifications (e.g., CCNA Voice, Microsoft Teams/Skype for Business, Cisco Unified Communications, Avaya) preferred.
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