Junior Service Delivery Manager

Boardroom Appointments; Pretoria; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Boardroom Appointments seeks a Junior Service Delivery Manager to coordinate service delivery into our clients. The SDM acts as the bridge between the client and operations, ensuring governance across service management, incident and change management, and continuous service improvement while driving customer satisfaction.

You will monitor performance, manage onsite and remote operations, support monthly SLA reporting, and help mentor resources.

Qualifications

• Bachelor's degree in Management, Marketing, Human Resources or similar related field required.
• 3+ years of experience in a service delivery role.
• Healthcare industry experience preferred.
• Advanced computer skills with MS Office Suite.

Responsibilities

• Maintain high performing service application support.
• Monitor, control and support service delivery—ensuring systems, methodologies and procedures are in place and followed.
• Manage onsite and remote operations.
• Coordinate Incident, Change and Problem Management (incl. trend analysis and reporting).
• Execute Escalation Management and Resolution.
• Manage resources (mentoring, recruitment input, target setting, performance).
• Monitor delivery from 3rd party contractors/vendors.
• Attend Services and Management Meetings.
• Prepare, review and present monthly SLA reports.
• Remove obstacles to customer satisfaction and/or financial performance.
• Support account management through relationship building and strategic growth.

Skills

Service delivery

Incident management

Change management

Vendor management

SLA reporting

Resource management

Customer relationship

Education

Bachelor's degree in management/related field

Tools

MS Office

Job description

About the job Junior Service Delivery Manager

Job purpose:

Our Service Delivery Managers are professional Technical Services Managers responsible for co-coordinating the delivery of services into our customer. The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the Service Delivery Manager is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Requirements:

• Maintain high performing service application support
• Monitor, control and support service delivery - ensuring systems, methodologies and procedures are in place and followed
• Manage onsite and remote Operations
• Manage the execution of Incident, Change and Problem Management (incl. trend analysis and reporting)
• Escalation Management and Resolution
• Resource Management (mentoring, and input into: recruitment, target setting and performance assessment)
• Monitor and manage delivery from any supporting 3rd party contractors / vendors
• Attendance of Services and Management Meetings
• Prepare, review and present monthly (SLA) report
• Removing all obstacles to customer satisfaction and/or financial performance
• Support the account management team through:
• Relationship building between the Customer (Customer Centricity and New Opportunities for Improvements)
• Strategic Support and Growth of the Services delivered to the Customer

Qualifications

• Bachelors Degree in Management, Marketing, Human Resources or similar related field required
• Must have demonstrated success managing service delivery operations within the healthcare industry
• Must have 3+ years of experience in a service delivery role
• Advanced Computer skills, experience and knowledge of Microsoft Office Suite required