Global Service Delivery Lead (Remote)

Tydeco; Cape Town; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Travel opportunities

Remote work options

Job summary

TydeCo seeks an experienced Service Delivery Manager to strengthen our support operations and ensure the satisfaction, retention and success of high-value customers. You will lead governance, escalation and cross-team collaboration while maintaining service quality and proactive risk management.

Reporting to the Senior Manager of Client Services, this role can be remote within SA with office options, or based remotely in Cape Town or Durban, with occasional travel to the Cape Town office.

Qualifications

• Minimum five years in service delivery or related fields including two years with strategic customers and SLAs.
• Relevant qualification in business, service management, operations or project management.
• Experience with ERP, HRP, payroll or SaaS environments preferred.

Responsibilities

• Own the service governance and operational experience for strategic customers.
• Monitor SLA performance, utilization, escalations and risks with proactive interventions.
• Coordinate cross-functional teams across support, consulting, sales, and finance.
• Lead client relationships, check-ins and renewal opportunities.
• Provide concise reporting and drive continuous improvement.

Skills

Client-Focused Leadership

Operational Control

Communication

Commercial Awareness

Analytical Problem Solving

Accountability

Collaboration

Education

Bachelor's degree in Business / IT

Tools

CRM systems

Project Management Software

Ticketing Systems

Reporting Tools

Time Recording / Billing Systems

Job description

TydeCo seeks an experienced Service Delivery Manager to strengthen our support operations and ensure the satisfaction, retention and success of high-value customers. You will lead governance, escalation and cross-team collaboration while maintaining service quality and proactive risk management.

Reporting to the Senior Manager of Client Services, this role can be remote within SA with office options, or based remotely in Cape Town or Durban, with occasional travel to the Cape Town office.