Service Delivery Manager

2 weeks ago

Cape Town, South Africa Vera Solutions Full time

Location: Cape Town
- Base Salary: R785,200 per year
- Check out our values-driven benefits below

Vera is a growing organization, with more than 100 full-time staff based in offices in Cape Town, Geneva, London, Mumbai, São Paulo, and Washington DC. We have been honored with Echoing Green, Rainer Arnhold, Dasra Social Impact, and Bluhm/Helfand Social Innovation Fellowships and have been featured in Forbes Magazine’s 30 Under 30 Social Entrepreneurs and Entrepreneur Magazine’s 30 Startups to Watch.

**Position Overview**:
The Service Delivery Manager will be part of our growing Service Delivery team at Vera Solutions. This is a unique position where you will have the opportunity to build and lead a team to deliver on Managed Services engagements. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, the teams, product and most importantly our clients.

You will join a team of passionate individuals with diverse backgrounds and experiences, all dedicated to improving the way social impact organizations operate. We’re a self-motivated, creative group, and we emphasize collaboration, flexibility, and professionalism.

**Primary Responsibilities**:

- Ensure SLAs are being met for clients.
- Manage a team of Sr Service Delivery Analysts(Sr SDAs), SDAs and Jr SDAs.
- Participate in strategy planning and execution with the Global Services Manager.
- Ensure the team is meeting all standards of service delivery.
- Collaborate with BD on sales and plan capacity accordingly.
- Manage escalations from clients.
- Touch base with clients regularly to ensure service delivery quality.
- Monitor and report on product quality, adoption and user feedback throughout the customer’s lifecycle.

**Qualifications and Experience**:
**Essential**:

- Demonstrate interest in Social Impact space.
- 4-6 years of professional experience.
- 3-5 years of experience working for a SaaS product.
- 3-5 years of experience working in Client Facing roles.
- 2-3 years of People Management experience.
- Salesforce Administrator certification (Desirable).
- Strong aptitude for technology and data.
- Curiosity and problem solving skills.
- Excellent written and verbal communication skills (English).
- Client relationship management skills.
- Detail-oriented; efficient with excellent multitasking and organizational skills.
- Collaborative spirit; consistent desire to learn, improve and grow.

**Compensation & Benefits**:
Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

**Paid Time Off**:
38 days of paid leave each year, including local and company-wide holidays and a December break.

**Health Care**:
Vera covers 100% of medical, dental, and visual plan premiums.

**Phantom Equity**:
All staff participate in Vera’s phantom equity plan.

**Wellness Leave**:
We do not cap sick leave. If you’re sick, we hope you get better

**Retirement**:
Vera offers a retirement plan and contribution matching to all of its staff.

**Getaway Benefit**:
An annual stipend to spend on travel and physical, emotional, and mental well-being.

**Student Loans**:
To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

**Child Benefit**:
In addition to robust paid parental leave, Vera assists with the costs of child care.

**How to Apply**:

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