Service Delivery Manager

Concentrix; Durban; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading global customer engagement provider seeks a Service Delivery Manager for their Durban office. This mid-senior level position involves coordinating data management, stakeholder collaboration, and project oversight. Ideal candidates will possess strong organizational and communication skills, with a background in offshore contact center operations. The role offers full-time employment and requires up to 30% international travel. Candidates with a business degree and proficiency in Microsoft Office are encouraged to apply.

Qualifications

• Matric or equivalent is required.
• A business degree or relevant work experience of at least 2 years is essential.
• Minimum of 2 years in offshore contact center operations or operations management is required.

Responsibilities

• Coordinate data generation, review accuracy, ensure timely invoicing.
• Act as the primary informant for class changes and backfill classes.
• Manage projects for existing LOBs onsite.

Skills

Exceptional written communication skills

Strong organizational relationship management

Effective communication across leadership levels

Analytical problem-solver

Conflict resolution skills

Ability to self-direct and manage multiple projects

Education

Matric or equivalent

Business degree or 2+ years relevant work experience

2 years in offshore contact center operations

Tools

Microsoft Office

Salesforce

Job description

Join to apply for the Service Delivery Manager role at Concentrix in Durban, KwaZulu-Natal, South Africa.

Responsibilities

• Data Management & Financial Oversight:
• Coordinate data generation, review data accuracy, ensure timely invoicing, secure approvals, and follow up on payments.
• Organize meetings with stakeholders, document changes and approvals as per the change management process.
• Function as a "mini project manager," determining financial impact and evaluating the appropriateness of operational or account management involvement.
• Workforce & Training Coordination:
• Act as the primary informant of class changes and backfill classes to WFM, ensuring coordination with TA and training teams.
• Track and bill HWM to ensure accurate financial reporting.
• Project Management:
• Manage projects for existing LOBs onsite (PM required otherwise).
• Lead projects involving less than 50% of a ramp-up (minimum HC of ) or a maximum of HC ramp from an existing process (PM required otherwise).
• Oversee project execution for processes existing at other sites or similar processes (PM required otherwise) with the same HC requirement.
• Stakeholder & Operations Coordination:
• Collaborate with Account Managers and Operations teams to ensure seamless delivery.
• Logistical Preparations for Client Visits:
• Oversee all logistical preparations for client visits.
• Ensure escalation protocols are followed by pushing back before escalating to the AM.
• Vendor & Performance Management:
• Develop and maintain effective relationships with designated managers to support ongoing vendor oversight.
• Establish and monitor vendor scorecards with both qualitative and quantitative SLAs and metrics.
• Support ongoing vendor scorecard reporting and analysis to facilitate effective performance monitoring and intervention.
• Lead execution of vendor management programs, including quarterly business reviews, annual vendor reviews, and performance scorecards.
• Facilitate contract renewals, ensuring SLA alignment with business needs.
• Conduct regular business reviews to assess vendor performance, compliance, relationship health, and improvement plans.
• Provide support for escalated issues, diagnose vendor performance challenges, and assist with recovery plan implementation.
• Transformation & Change Management:
• Drive continuous improvement and operational excellence by challenging conventional thinking and encouraging innovative solutions.
• Act as a transformation and change agent within the organization, ensuring sustained performance and efficiency.

Travel Requirements

Up to 30% international travel may be required.

Qualifications

• Education & Experience:
• Matric or equivalent.
• Business degree or 2 minimum years of relevant work experience.
• Minimum of 2 years in offshore contact center operations, outsourcing, or operations management (manager level or above), preferably in corporate travel management or the travel sector.
• Skills & Competencies:
• Exceptional written, verbal, and presentation communication skills with diverse internal and external audiences.
• Strong organizational relationship management skills with the ability to navigate complex political environments.
• Effective communicator and influencer across leadership levels, with a track record of driving action on complex, technical, or sensitive topics.
• Analytical problem-solver capable of defining problems, collecting and analyzing data, and drawing valid conclusions.
• Expertise in conflict resolution, facilitation, interpersonal, and relationship-building skills.
• Ability to self-direct, manage multiple projects, and operate effectively in an evolving work environment.
• Technical Proficiency:
• Proficiency in Microsoft Office and Salesforce.
• Additional Considerations:
• A valid passport is required for business travel.
• Fluency in German is advantageous.

Other Information

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Project Management and Information Technology
• Industries: IT Services and IT Consulting
• Appointment will be made in alignment with the company's EE Plan.