Service Delivery Leader: Elevate Client Experience

Empact Group; Gauteng; On-site; ZAR 600,000 - 850,000; Full time

Job summary

Empact Group in South Africa seeks a Service Manager to oversee service delivery operations, enhancing quality and efficiency across all service functions. You will focus on optimizing customer satisfaction and streamlining processes, positioning you as a key driver of service excellence.

Lead the service delivery team, develop management strategies, monitor KPIs, and collaborate with cross-functional teams to ensure seamless client outcomes and continual improvement.

Qualifications

• Proven track record in service management or similar role.
• Strong leadership abilities with experience managing teams.
• Excellent communication and interpersonal skills.
• Ability to analyze service performance data to inform decisions and drive improvements.
• Proficiency in service management software and tools.
• Customer-centric mindset focused on enhancing client experiences.
• Strong problem-solving and proactive approach to service challenges.

Responsibilities

• Lead and manage the service delivery team to ensure high standards of customer care are met consistently.
• Develop and implement service management strategies aligned with organizational goals and customer needs.
• Monitor service metrics and KPIs to identify areas for improvement and implement corrective actions as necessary.
• Foster strong relationships with clients, ensuring their needs are understood and addressed effectively.
• Coordinate with cross-functional teams to guarantee seamless service delivery and client satisfaction.
• Review and refine service protocols and procedures to enhance operational efficiency.
• Handle escalated service issues and complaints in a professional and timely manner.
• Provide training and development for team members to improve service delivery skills and knowledge.

Skills

Leadership

Client relations

Communication

Data analysis

Service management software

Customer-centric

Proactive problem solving

Education

Bachelor's degree in Business/Management

Tools

Service management tools

Job description

Empact Group in South Africa seeks a Service Manager to oversee service delivery operations, enhancing quality and efficiency across all service functions. You will focus on optimizing customer satisfaction and streamlining processes, positioning you as a key driver of service excellence.

Lead the service delivery team, develop management strategies, monitor KPIs, and collaborate with cross-functional teams to ensure seamless client outcomes and continual improvement.