National Service Delivery Manager

Datacentrix; Midrand; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading technology service provider in Midrand is seeking a Service Delivery Manager to oversee client relationships and service performance. The role involves managing service delivery in accordance with SLAs and implementing improvement initiatives to enhance customer satisfaction. The ideal candidate will have strong leadership skills, a profound understanding of service management frameworks, and a commitment to operational excellence. Join a dynamic team focused on quality service in a fast-paced environment.

Qualifications

• Demonstrated experience in stakeholder management and delivery of services in a client-focused environment.
• Proven leadership skills in managing teams and achieving performance targets.
• Ability to analyze complex problems and propose effective solutions.

Responsibilities

• Establish and maintain relationships with clients and stakeholders.
• Oversee contracted services delivery and ensure performance metrics are met.
• Lead service improvement initiatives and monitor compliance with standards.

Skills

Exceptional stakeholder management

Strong leadership

Excellent communication

Analytical and problem-solving

Understanding of ITIL

Ability to work under pressure

High professionalism

Job description

Responsibilities

• Establish, manage, and maintain effective relationships with key clients and internal stakeholders to ensure customer satisfaction and service excellence.
• Oversee the delivery of contracted services in alignment with agreed SLAs and performance metrics.
• Ensure that service delivery processes are standardised, efficient, and aligned with best practice frameworks.
• Lead the development and implementation of service improvement initiatives to enhance quality and customer experience.
• Manage risk, governance, and compliance processes to ensure adherence to organisational policies and regulatory requirements.
• Implement and monitor continuous improvement initiatives in line with ISO principles and standards.
• Conduct regular service reviews and performance reporting to identify trends, issues, and opportunities for improvement.
• Collaborate with business units to ensure resource optimisation and operational efficiency.
• Lead, coach, and mentor service delivery teams to maintain high performance and accountability.
• Act as the primary escalation point for any service-related issues and ensure timely resolution.

Skills and Competencies

• Exceptional stakeholder management and relationship-building skills.
• Strong leadership and team management abilities.
• Excellent communication, negotiation, and presentation skills.
• Analytical and problem-solving mindset with attention to detail.
• Sound understanding of business processes and service management frameworks (e.g., ITIL).
• Ability to work under pressure and manage multiple priorities simultaneously.
• High level of professionalism, integrity, and accountability.

Key Performance Indicators (KPIs)

• Achievement of SLA and performance targets.
• Customer satisfaction and retention rates.
• Compliance with governance, risk, and ISO standards.
• Implementation of service improvement initiatives.
• Operational efficiency and cost management.

For more information please contact : Lesedi Danguru