Hybrid Service Delivery Manager presso Altron

Title

Service Delivery Manager

Key responsibilities

• To proactively monitor and manage client satisfaction with respect to service delivery.
• Oversee end-to-end service delivery for payment processing solutions, ensuring high availability and reliability
• Manage and lead the Service Delivery Specialist team by ensuring that they fulfil these responsibilities:
• Ensure risk management, service improvement management and capacity management (resources) are performed.
• Ensure the consistent implementation of solutions and smooth delivery of service to clients.
• Take overall responsibility for contractual fulfilment within his client during the service lifecycle.
• Nurture the client and cultivate a relationship that will enable new growth opportunities.
• Prevent revenue leakage and manage scope change billing.
• Actively take part in the streamlining of integration points of all customer systems
• Know and understand the business processes of the customer
• Log into systems for reporting purposes / investigations. IE MaxStore & remedy.
• Provide training to external stakeholders
• Onboard and offboard merchant management

Service Delivery Requirements

• This covers best practices and agreed standards, such as  PCI compliance, high service levels and 24/7 availability
• Handling disputes by the customers and mediating those disputes between customers and third party customers

Project Management

• Manage and lead the Service Delivery Specialist team by ensuring that they fulfil these responsibilities:
• Drive and monitor project deliverables (e.g. projects specific to customers such as Tokenisation Project and P2PE)
• Manage, order and track stock between the FinTech warehouse and customers.
• Manage new store openings
• Manage monthly billing for the customers
• Manage project milestone invoices

Risk Management

• Manage and lead the Service Delivery Specialist team by ensuring that they fulfil these responsibilities:
• Be responsible for the device life cycle and software management
• Ensure compliance to governance and compliance standards (e.g. POPIA etc)
• Follow best practices and risk management frameworks

Relationship Management

• Manage and lead the Service Delivery Specialist team by ensuring that they fulfil these responsibilities:
• Be responsible for customer retention and growth
• Develop the strategy with the customer
• Design requirements with the customers
• Ensure improvement input & process optimisation (e.g. how the call centre can improve their processes, pro-active reporting etc)
• Maintain good relationships with external and internal customers Develop synergies between the internal, external and third party teams

Contract & SLA Management

• Manage and lead the Service Delivery Specialist team by ensuring that they fulfil these responsibilities:
• Understanding and presentation of contracts and annexes
• Discussing the contracts with the relevant senior executives (e.g. Head:ITS and Head:Legal)
• Be the conduit between the customer and the internal FinTech office
• Resolve any queries that are SLA related, coming from the customers
• Form part of the deliverables (e.g. to a SOP/OSP – Standard Operating Procedures, Operating Standard Procedure)
• Assist with SLA management across all parties (internally, externally and with third parties)

Budget Management

• Provide input into the ITS budgets
• Be the conduit between the customer and the FinTech teams (PTD, ITS, Infrastructure)

Team Management

• Employee Engagement – Create a positive work environment that motivates and retains top talent.
• Succession Planning – Identify and nurture high-potential employees for future leadership roles.
• Conflict Resolution – Address employee concerns and workplace issues promptly and effectively.
• Workforce Planning – Ensure optimal team structure and resource allocation to meet business goals.
• Diversity & Inclusion – Promote an inclusive, fair, and diverse workplace culture.

Educational Qualifications:

• Relevant degree or Qualifications (preferably in Information Technology)

Professional Qualifications

• Project Management
• ITIL4, COBIT or governance qualifications would be advantageous

Years of Experience

•  5+ years’ experience in service management, within a complex organisation.
• Service Delivery Management experience advantageous

Other requirements

• Strong oral and written communications skills.
• Relationship building across all levels from senior executives to junior staff both internally and externally
• Entrepreneurial and commercial thinking
• Proficient in the MS Suite (e.g. Word, Excel, PowerPoint)
• Fluency in English is mandatory
• Organisational and prioritisation skills.
• Excellent administrator with strong attention to detail.
• Technology and system savvy.
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement
• Ability to manage and lead a team

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Languages

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