Service Delivery Manager

Remote, South Africa

Job Overview:

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities:

Service Management & Delivery:

Ensure high levels of customer satisfaction through effective service delivery and management.

Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

Monitor performance metrics and prepare service reports for clients and internal leadership.

Stakeholder Engagement:

Act as the main point of contact for client service-related issues and escalations.

Build and maintain strong relationships with customers and internal delivery teams.

Team Leadership & Coordination:

Coordinate cross-functional teams to ensure timely resolution of service issues.

Provide mentoring and direction to junior delivery staff or support teams.

Process Improvement:

Identify gaps and inefficiencies in service delivery processes; implement improvements.

Participate...