Mark Haggard

Background

About Mark Haggard

I’m a Service Delivery Manager at Sabio, responsible for delivering high‑quality service across multiple Customer accounts. I work closely with clients and operational teams to ensure the stability, performance, and continual improvement of their Customer Experience environments.My focus is on:Ensuring consistent service excellence across all accountsManaging SLA performance, incident resolution, and operational governanceBuilding strong client relationships through proactive engagementIdentifying opportunities for automation, optimisation, and improved CXSupporting smooth delivery across complex, high‑demand client environmentsI’m passionate about helping organizations optimize their Contact Centre ecosystems and deliver experiences that truly delight customers.Key Responsibilities:Own end‑to‑end service delivery for multiple Contact Centre clientsLead operational governance, including SLAs, reporting, and service reviewsOversee incident, problem, and change management processesMaintain strong client relationships through regular communication and performance discussionsCollaborate with cross‑functional teams (CX engineers, project teams, operations) to drive continuous improvementEnsure compliance with contractual obligations and service frameworksIdentify and deliver opportunities to enhance service efficiency and customer experienceKey Achievements;Improved SLA performance and reduced service incidents across key accountsStrengthened client trust through transparent reporting and proactive outreachContributed to process improvements that enhanced service stability