Service Delivery Manager

**Overview of the Role**:
Our Service Delivery Managers (SDM) are professional technical services managers responsible for co-ordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery team. The key responsibilities of the SDM is governance across all areas of the 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

**Key characteristics include**:

- Champion customer engagement on service delivery related issues
- Use of internal resources and processes optimally to efficiently deliver on required products and services
- Drive retention and renewal of service and product use by customers through excellent quality of service to customer
- Provide a single point of contact for categorized customers on issue resolution
- Implement best practice and oversee quality of service

**Responsibilities**:

- Ensure quality delivery of service to the client
- Be the point of escalation for all service delivery issues
- Identify, assess and communicate the impact of changes affecting the customer or service delivery
- Successful service delivery - manage service delivery SLA achievement and

high level of customer satisfaction
- Monitor overall performance of services and timelines to deliver
- Good communication around issues and opportunities - get things done, make things happen.
- Building, maintaining and analyzing service reports to address any possible delays before it occurs.
- Distribute service reports weekly to key internal personnel and client and raise any potential issues
- Removing all obstacles to customer satisfaction and / or financial performance.
- Working with the client and operations team to identify and manage service improvement activities.
- Propose any amendments to improve processes
- Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
- Ensuring operations teams are aware of changes and are prepared.
- Building a personal relationship with key client staff
- Collaborating with senior management on client account management and growth
- Customer management: tactful, resolute and committed to providing excellent customer service
- Deliver technical presentations competently.
- Interfaces with customer “executive” level management on a regular basis
- Deliver results: ability to plan and organize self and work in order to achieve objectives and targets
- Maintain in-depth knowledge of product offering

**Minimum Requirements**:

- Degree / Diploma in Project Management
- ITEL Certification and experience
- MS Office suite including MS Projects and advanced Excel skills
- 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 & program management: able to manage complex projects including concurrent projects and big client specific programs
- Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)