Client Service Delivery Manager

Smart Pa; Remote; ZAR 896 000 - 1 121 000; Full time

Job summary

A global administrative support organization is seeking a Client Service Delivery Manager in South Africa to enhance service delivery and ensure client satisfaction. You'll lead a dedicated team, managing operations and fostering a high-performance culture. The ideal candidate should possess strong leadership skills and experience in client management, with a focus on continuous improvement and leveraging technology. This full-time position offers competitive salary packages and growth opportunities in a dynamic environment.

Benefits

Competitive Salaries

Yearly Bonuses

Remote Work

33 Days Holiday

Growth Opportunities

Qualifications

• Proven experience in Service Delivery Management or similar leadership role.
• Ability to utilize client feedback for service improvements.
• Strong leadership skills with experience managing a service-oriented team.
• Excellent understanding of service quality and brand representation.
• Exceptional communication and negotiation skills.

Responsibilities

• Serve as the point of escalation for key clients.
• Lead and manage the service delivery team.
• Utilize feedback to drive service improvement agendas.
• Ensure client interactions meet quality standards.
• Champion technology adoption to improve service efficiency.

Skills

Leadership skills

Client advocacy

Excellent communication

Conflict resolution

Performance management

Job description

<3>Client Service Delivery Manager

Who We AreAt SmartPA, we don't just provide support – we transform it. Our mission is simple yet bold: to redefine administrative and PA services through innovative thinking, cutting‑edge technology and an unrelenting pursuit of excellence. Trusted by global leaders in industries like tech, automotive and retail, we’re the engine behind smarter, more efficient operations. With a vibrant, client‑focused culture and a team driven by creativity, no two days at SmartPA are ever the same! As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!

Key Responsibilities and Skills

What You’ll DoThe Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic, client‑facing department, you’ll be the heartbeat of our business – delivering high‑impact, tailored support to a key client account daily. In the role of Client Service Delivery Manager, you’ll take ownership of team performance and service delivery excellence. You’ll oversee day‑to‑day operations, solve challenges proactively, and ensure your team consistently delivers measurable value and positive results for our clients. This particular role is assigned to one of our ‘dedicated’ clients, meaning you will be representing our brand, whilst working very closely with a global tech giant. This leadership role is responsible for the overall performance of the team, crucially ensuring client happiness, flawless brand representation, and continuous service quality improvement.

What Your Day Will Look Like

Client Relationship & Advocacy: Serve as the point of escalation and liaison for key clients, actively managing expectations and ensuring a proactive, solution‑focused service delivery mindset is maintained across the team.

Performance Leadership: Lead, mentor, and manage the service delivery team, fostering a culture of high performance, accountability, and alignment with company and brand standards.

Continuous Improvement (CI): Utilize feedback (internal audits, QA reports, and client surveys) as actionable intelligence to identify service gaps and drive a formal, continuous improvement agenda.

Quality & Brand Governance: Ensure every client interaction and deliverable meets rigorous quality standards, thereby safeguarding and enhancing brand reputation.

Technology Utilisation: Champion the adoption of relevant technology and AI tools to streamline workflows, predict issues, and improve service efficiency.

Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

Skills

About You: You are a natural leader and a dedicated client advocate who measures success by client retention and satisfaction scores. You operate with a continuous improvement mindset, using data and technology to not just react to problems, but to proactively engineer solutions. You are a clear, diplomatic, and inspiring communicator, capable of driving change at both the team and client levels.

Experience

What You’ll Need: Your experience is key but your attitude is what sets you apart.

Essential

• Proven experience in a Service Delivery Management, Account Management, or similar client‑facing leadership role.
• Demonstrated ability to utilize client feedback and data to implement measurable service improvements.
• Strong leadership skills with experience managing, motivating, and developing a service‑oriented team.
• Excellent understanding of the correlation between service quality, brand representation, and business success.
• Exceptional communication, negotiation, and conflict resolution skills.

Desirable

• Experience leveraging technology, automation, or low‑code tools to improve service efficiency and client proactivity.
• Formal training or certification in Continuous Improvement methodologies.
• Experience with quality assurance frameworks and service level agreement (SLA) management.

Work Remotely

Yes

Salary

£40,000 – £50,000 (depending on experience)

Schedule

Monday – Friday. Your working hours will be 2:00 pm to 10:30 pm (UK time), aligned to cover the 9:00 am to 5:30 pm (EST) business day.

Job Type

Full-time, Permanent (37.5 hours per week).

What’s in it for you?

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Remote Work
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.

Apply for this job

Apply now to join SmartPA and take your career to the next level.

About us

At SmartPA we provide industry leading administrative and businesses support services to organisations across the globe. Through our knowledge and experience, we aim to teach the true value of EA and secretarial services as a fundamental support function in every business, providing access to the world's largest talent pool, whilst raising standards and inspiring growth across our marketplace. We offer a variety of opportunities to work with and within SmartPA from free training to becoming a fully fledged Partner. The Partnership provides a unique opportunity for Partners to run their own home based business, delivering SmartPA's world‑class back office services. Whether you want flexible working hours, increased income, better work‑life balance or minimised childcare costs, SmartPA enables you to achieve your goals.