Job Specifications
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
About the Company
Brillio Europe (formerly CloudStratex) was founded in 2023, following the acquisition of CloudStratex, one of the fastest-growing private IT companies in the UK that provided cloud infrastructure advisory services firm.
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Founded in 2014 as a digitally native full-service digital transformation services a...
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