Service Delivery Manager

Convergys; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Convergys in Cape Town seeks a strategic leader to drive service delivery and governance for major client programs. You will own the P&L, lead cross-functional teams, and partner with executives to optimize performance and profitability.

The role requires strong financial acumen, exceptional communication, and proven ability to influence stakeholders. You will coordinate governance, budgeting, and pricing while ensuring service excellence and client satisfaction.

Qualifications

• Significant experience leading service delivery strategy within a contact center environment.
• Proven financial acumen: P&L, budgeting, and financial analysis.
• Strong leadership to mentor and coach teams and act as a strategic advisor.
• Mastery of English (written and verbal) with ability to interpret complex business data.
• Strategic thinker with ability to influence stakeholders and drive projects.

Responsibilities

• Lead service delivery strategy to meet key metrics and profitability goals.
• Coordinate governance meetings, QBRs, and executive reviews for account health and transparency.
• Own P&L and financial performance; contribute to budgets and pricing models.
• Oversee client invoicing accuracy and collaborate with Finance on billing queries.
• Serve as escalation point for client requests and project bottlenecks.
• Drive cross-functional collaboration and continuous improvement across teams.

Skills

Strategic leadership

P&L management

Financial analysis

English fluency

Stakeholder mgmt

Communication

Negotiation

Cross-functional

MS Office

Tools

Microsoft Office

Job description

What you will be doing:Strategic Leadership & GovernanceOperational Strategy: Lead service delivery strategy to ensure key metric attainment, driving revenue and profitability.Governance Oversight: Coordinate formal governance meetings, Quarterly Business Reviews (QBRs), and executive reviews to maintain account health and transparency.Performance Management: Set program plans, prioritize initiatives, and resolve conflicts to enhance effectiveness in reaching business goals.Strategic Advisor: Act as the primary liaison, providing solutions for immediate client needs while championing long-term business initiatives.Operational ExcellenceProgram Lifecycle: Maintain visibility of service performance, dependencies, and contractual adherence.Capacity Planning: Direct and manage all components of capacity planning, inclusive of resource groups.Cross-Functional Collaboration: Drive integration across teams to support consistency, best practice sharing, and continuous improvement.Financial & Commercial StewardshipFinancial Accountability: Own the P&L and financial performance of client programs, providing significant input on budgets, financial analysis, and pricing models.Billing & Invoicing: Oversee the accuracy of client invoicing and coordinate billing queries with Finance teams.Contractual Negotiation: Act as a core team member in commercial discussions, contract renewals, and service enhancements, seeking win-win outcomes.Stakeholder & Risk ManagementRelationship Management: Manage high-level communications with client partners and internal stakeholders.Governance & Compliance: Ensure all risks, compliance requirements, and governance obligations are proactively identified, tracked, and managed through to resolution.Escalation Point: Serve as the primary escalation point for client requests, operational issues, and project bottlenecks.What you will need:Candidate requirementsExperience: Significant experience leading service delivery strategy within a contact center environment.Financial Acumen: Proven experience managing P&L, budgeting, and complex financial analysis.Leadership: Demonstrated ability to lead, mentor, and coach teams and act as a strategic advisor to lower-level management.Communication: Mastery of English (written and verbal); advanced ability to comprehend, analyze, and interpret complex business data.Strategic Influence: A strategic thinker with a proven ability to influence stakeholders, negotiate win-win outcomes, and drive projects with creativity and ingenuity.Technical: Advanced Microsoft Office proficiency.Why Us?Join a company that values innovation and teamwork.Be at the forefront of decision-making that shapes our operational future.Ready to make a difference? Apply now and lead the charge in optimizing our service delivery!