IT Service Manager - Voice and Contact Centre at Brillio Europe Limited, London, 12 Months, £Contract Rate

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 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