Service Delivery Manager

2 weeks ago

Centurion, Gauteng, South Africa Express Employment Professionals Full time
Our Service Delivery Managers (SDM) are professional technical services managers responsible for

Co-coordinating the delivery of services to key customers.

The SDM plays a vital role in creating long-term healthy customer relationships, acting as the bridge between the customers and our operational delivery teams.

The key responsibilities of the SDM are governance across all areas of clients service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery

RESPONSIBILITIES:

Service Delivery Management

  • Oversee and provide guidance on link delivery process from start to finish (RFQ to ATP).
  • Successful service delivery manage service delivery SLA achievement (Accelerated delivery milestones) and high level of customer satisfaction.
  • Remove all obstacles to customer satisfaction and / or financial (delivery) performance.
  • Use initiative to solve problems, find solutions and ensure timeous feedback and delivery of services to customers
  • Good, clear communication around issues and opportunities get things done, make things happen.
  • Communicating across organizational boundaries from project managers through to executives.
  • Follow up, escalate and take action if service delivery is not meeting customer expectations.
  • Working with the customer and operations teams to identify and manage service improvement activities.
  • Propose any amendments to improve internal processes.
  • Develop and implement processes with customer to ensure effective information flow to speed up delivery timelines.
  • Communicate with operations, planning and sales teams and ensure they are aware of any customer related changes and are prepared to adjust and execute.

Measurables

  • Achieve delivery timelines.
  • Successful service delivery of every project
  • Customer Satisfaction (CX & CES)
  • Resolve customer dissatisfaction.

Reporting to customer

  • Monitor overall performance of service delivery and timelines to deliver and report internally and to customers.
  • Build, maintain, and analyse service reports to address any possible delays before it occurs.
  • Distribute service reports weekly to key internal personnel and customers and raise any potential issues.

Measurables

  • Weekly reports are done on time as per customers' requirements, accurately and timeously.
  • Ensure weekly internal reporting is done on time

Account Management

  • Build and maintain a personal relationship with key customer staff.
  • Collaborate with senior management and key account manager on client account management and growth.
  • Look out for client's and companies longterm interests.

Measurables

  • Attend INVOCOMS of KAM's on monthly basis.
  • Attend Weekly, Monthly, Quarterly client meetings (dependent on Customer status)
  • Develop strong relations to maintain long term engagements between customer and the organization

Account Administration

  • Handling account delivery administration: following up, uploading of documentation where required on organizations systems and ensure accuracy of required documentation and feedback to speed up delivery.
  • Liaise with project managers on daytoday tasks and update organizations systems with relevant feedback.
  • Resolve bottlenecks in the workflow that might affect the programme.

Measurables

  • Ensure all customer related documentation is loaded accurately on QuickBase (weekly reports sent to SDM's on outstanding documents).
  • Ensure all Link Comment feedback is updated weekly.
  • Ensure Voice of the Customer (or any future CRM system) is 100% up to date with latest customer contact details.

KNOWLEDGE, QUALIFICATIONS, SKILLS & EXPERIENCES:

  • CRM (workflow systems).
  • MS Office suite including MS Projects and intermediate Excel skills.
  • Diploma in either project management or engineering or Prince 2 certification.
  • At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry.
  • Account management experience advantageous.
  • Proven track record of delivering projects within defined timelines under high pressure.
  • Project & programme management: able to manage complex projects including concurrent projects and big client specific programmes.
  • Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
  • Must be able to partner with other organizations departments and contractors to achieve targets.
  • Customer management: tactful, resolute, and committed to providing excellent customer service.
  • Ability to deliver technical presentations competently.
  • Must be able to interfaces with customer "executive" level management on a regular basis.
  • Delivering results: ability to plan and organise self and work to achieve objectives and targets.

Job Type:
Temporary

Ability to commute/relocate:

  • Centurion, Gauteng: Reliably commute

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