National Service Delivery Manager

2 days ago

Midrand, South Africa Datacentrix Full time

Responsibilities Establish, manage, and maintain effective relationships with key clients and internal stakeholders to ensure customer satisfaction and service excellence. Oversee the delivery of contracted services in alignment with agreed SLAs and performance metrics. Ensure that service delivery processes are standardised, efficient, and aligned with best practice frameworks. Lead the development and implementation of service improvement initiatives to enhance quality and customer experience. Manage risk, governance, and compliance processes to ensure adherence to organisational policies and regulatory requirements. Implement and monitor continuous improvement initiatives in line with ISO principles and standards. Conduct regular service reviews and performance reporting to identify trends, issues, and opportunities for improvement. Collaborate with business units to ensure resource optimisation and operational efficiency. Lead, coach, and mentor service delivery teams to maintain high performance and accountability. Act as the primary escalation point for any service-related issues and ensure timely resolution. Skills and Competencies Exceptional stakeholder management and relationship-building skills. Strong leadership and team management abilities. Excellent communication, negotiation, and presentation skills. Analytical and problem-solving mindset with attention to detail. Sound understanding of business processes and service management frameworks (e.g., ITIL). Ability to work under pressure and manage multiple priorities simultaneously. High level of professionalism, integrity, and accountability. Key Performance Indicators (KPIs) Achievement of SLA and performance targets. Customer satisfaction and retention rates. Compliance with governance, risk, and ISO standards. Implementation of service improvement initiatives. Operational efficiency and cost management. For more information please contact : Lesedi Danguru #J-18808-Ljbffr

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