Service Delivery Manager

5 months ago

Stellenbosch, South Africa Entersekt Full time

**Why Entersekt**

Founded over 11 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in mobile authentication, mobile app security, and payments enablement technology, offering highly scalable products with a track record of success across multiple continents.

Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 67 million active users on our platform and hold over 60 registered patents that recognize innovation in digital security, payments, and user experience. Entersekt offers their customers secure authentication and digital payments experiences that removes unnecessary friction. Entersekt has invested in, and created, a diverse product portfolio that positions the company well to execute on its expansion in North America and European markets.

At Entersekt we are working on building an extraordinary customer experience, and we are looking for exceptional people to help us realize that vision. You will join an existing team to ensure we provide consistent quality services to the global market and receive the same from our partners.

**The Role**

You will be part of the Service Delivery team and will oversee the provision of services by third-party service providers to Entersekt. You will be responsible for ensuring the delivery of high-quality services, meeting the organisations expectations, and maintaining strong relationships between the third-party provider and the organisation.

**Responsibilities**
- Act as the primary point of contact between the third-party service providers and the organization.
- Develop, negotiate, and manage SLAs to ensure that services provided by third-party vendors meet the agreed-upon standards.
- Oversee and maintain a strong relationship with third-party service providers, ensuring compliance with contracts, evaluating vendor performance, and resolving disputes or escalations.
- Continuously collaborate with third-party service providers to establish clear SLAs and KPIs.
- Monitor the performance of third-party service providers, tracking key performance indicators (KPIs), and implementing corrective actions as necessary to maintain service quality.
- Manage incidents and problems related to third-party services, coordinating with service providers to ensure timely resolution and minimize service disruptions whilst maintaining a positive relationship.
- Identify opportunities for service improvement, work with service providers to implement process enhancements, and drive continuous improvement initiatives to enhance service quality and efficiency.
- Engage with internal stakeholders to understand their service requirements, expectations, and feedback. Act as a liaison between stakeholders and third-party service providers to align services with organisational goals.
- Generate reports on service delivery performance and present findings to internal and external stakeholders with corrective measures if required.
- Identify potential risks in service delivery and develop mitigation strategies.
- Proactively address any issues that may affect service quality or client satisfaction.
- Ensure that all terms and conditions of the service contract are adhered to by both the third-party provider and the organisation.
- Review and negotiate contract terms to optimize service delivery.

**Skills and Experience**
- 5 Years of experience or more in managing relationships as a SDM, including contract negotiation, performance evaluation, and issue resolution. (Essential)
- Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided by vendors meet or exceed agreed-upon standards.
- Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential)
- Excellent communication and interpersonal skills to effectively liaise between service providers. Experience in preparing and presenting detailed reports on service performance and improvements.
- Analytical and problem-solving abilities to address service delivery issues and optimize performance.
- Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives.
- Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential)
- Project Management experience to plan, organize, and coordinate teams, timelines, and deliverables.

**Personality Attributes**
- Professional attitude and behavior, as well as customer focus.
- Excellent written and verbal communication skills, with an emphasis on confidence, flexibility, and professionalism - this is key to

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