Service Delivery Manager - HR Solutions

We are looking for a Service Delivery Manager for our Customer Service Centre in Bergen. The Service Delivery Manager will oversee the delivery of services to Mintra Group clients.  Establishing policies and procedures to ensure consistently high performance, manage the service centre team and evaluate customer feedback to continually improve service.

Essential Duties & Responsibilities

• Management of client support communications 1st line thru 3rd line and servicing
• Formulating Service Reporting and conducting regular service reviews with key clients
• Successful service delivery through monitoring SLA achievement and driving high levels of client satisfaction
• Identification and ownership of recurring issues to resolve root causes
• Act as a point of escalation for client queries in conjunction with Key Account Manager
• Handover of clients from the project implementation environment run by the Project Manager
• Supporting Key Account Managers with Customer Service Centre commercial aspects
• Building personal relationships with all staff - including Business Development, Account Management, Product Development and Project Management

Required experience and competence

• Experience of managing a Service Desk
• Bachelor's Degree or equivalent work experience. 
• ITIL Qualified certifications preferred
• Detail and process-orientated and strong customer service skills
• Good understanding of HR business processes
• Excellent telephone manner and face to face communication skills
• A thorough understanding and experience of continual improvement processes

For further information please contact Trond Herland at Nordcap AS on +47 924 63 282.