Location: Remote-based (South Africa)
Hours: UK Time
Salary: R35,000 - R38,000 per month
Start date : December 2024 - Jan 2025
We are looking for an experienced Service Delivery Manager to lead our service delivery team and ensure that our projects are completed on time, within budget, and with maximum client satisfaction. In this role, you will act as the primary point of contact for customers post-sales, overseeing the delivery of services, managing client relationships, and addressing any issues that may arise during project execution.
Key Responsibilities:
Service Delivery Management:
- Oversee the delivery of services to external customer accounts, ensuring all contractual obligations and SLAs are met.
- Monitor and manage service performance, ensuring the consistency, reliability, and quality of services provided to customers.
- Develop and implement service delivery plans, processes, and procedures to optimize efficiency and effectiveness.
Customer Relationship Management:
- Act as the primary point of contact for assigned customer accounts, building and maintaining strong relationships.
- Understand customer needs, objectives, and expectations, ensuring they are met through high-quality service delivery.
- Collaborate with the sales team to identify upselling opportunities.
- Conduct regular meetings with customers to review service performance and identify opportunities for improvement.
Issue Resolution and Escalation:
- Proactively identify and resolve issues that could impact service delivery or customer satisfaction.
- Manage escalations effectively, ensuring timely resolution by coordinating with internal teams.
- Keep customers updated on issue statuses and resolution steps.
Performance Monitoring and Reporting:
- Track and report on key performance indicators (KPIs) and SLAs to measure service performance and customer satisfaction.
- Prepare and present regular service delivery reports to both customers and senior management.
- Use performance data to identify trends, areas for improvement, and opportunities for innovation.
Continuous Improvement:
- Identify opportunities to enhance service delivery processes, tools, and methodologies.
- Lead initiatives to improve service quality, efficiency, and customer satisfaction.
- Stay informed on industry best practices, emerging trends, and new technologies that could enhance service delivery.
Contract Management and Compliance:
- Ensure that services are delivered in compliance with customer contracts, company policies, and relevant regulations.
- Manage the renewal of service contracts, ensuring terms continue to meet both customer and company needs.
- Address any contractual disputes or compliance issues in a timely and effective manner.
Qualifications and Experience:
- Strong understanding of service delivery processes, SLAs, and customer satisfaction metrics.
- Excellent communication, negotiation, and interpersonal skills.
- Proven ability to build and maintain strong customer relationships.
- Strong problem-solving skills and the ability to manage and resolve conflicts.
- Experience with service management tools (e.g., ITSM platforms) and CRM systems.
- Ability to work independently and as part of a team, with a proactive and customer-focused approach.
- PMP or ITIL certification is a plus.
