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Service Delivery Manager Lead

2 weeks ago

Johannesburg, Gauteng, South Africa Vontier Full time

About the Role

We are seeking a highly skilled and experienced Service Delivery Manager Lead to join our team at Vontier. As a key member of our Service Delivery Management Centre of Excellence, you will be responsible for managing the performance of services and support to clients within South Africa, ensuring that Service Levels Agreements (SLAs) are achieved.

Key Responsibilities

  • Ensure SLAs within the region are met and customer expectations are managed professionally.
  • Monitor support processes to improve team efficiency and performance.
  • Oversee 100% of requests and incidents.
  • Manage job cards and assure timely processing.
  • Manage open deliveries and ensure accurate tracking.
  • Act as first level of escalation for requests and incidents related to Remote Support in MEA.
  • Responsible for training, coaching, and mentoring the Helpdesk Team.
  • Oversee staff activities and improve team productivity.
  • Provide data and reporting on KPIs, trends, and recommendations.
  • Monitor SLA out-of-scope activities and ensure accuracy.
  • Advise management on situations requiring additional client support or escalation.
  • Work closely with project teams to ensure proper handover from projects to support.