Service Delivery Manager

Sigma Connected Group; Paarl; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Awards program

Employee Assistance Program (EAP) & -

Mental Health First Aiders

Sigma Forest tree upon probation

Social intranet platform

Job summary

Sigma is seeking a Service Delivery Manager in Paarl (Office Based) to lead the performance and development of Team Managers and their teams, ensuring operational excellence and strong client delivery.

You will coach managers, collaborate with stakeholders, drive continuous improvement, and strengthen client relationships across locations, contributing to Sigma's growing BPO operations.

Qualifications

• 2-3 years of Team Management/BPO experience (Essential).
• 2-3 years of Customer Service/Collections & Complaints experience (Desirable).
• Proficient English language skills (written and verbal).

Responsibilities

• Lead and manage the overall performance of the teams, ensuring alignment with Sigma’s values.
• Coach and develop Team Managers through regular 1-2-1s, performance reviews and evaluations.
• Collaborate with stakeholders to ensure smooth operation and client satisfaction.
• Oversee HR processes to ensure teams feel supported and valued.
• Drive continuous improvement to enhance customer experience and operational efficiency.
• Build and maintain strong client relationships with regular updates and reporting.

Skills

Team management

Client management

Leadership

Communication

Education

Matric/Equivalent qualification

Job description

What being part of the Sigma Family means for you

Service Delivery Manager

Paarl – Office Based

Lead. Inspire. Deliver Results.

This is an exciting opportunity for a Service Delivery Manager who would be responsible for leading the performance and development of Team Managers and their teams. Ensuring operational excellence, high staff engagement, and delivering on client requirements.

At Sigma, we're looking for an exceptional Service Delivery Manager to build strong relationships across all locations within the operations.

This is an opportunity to join an award-winning business where your leadership will directly shape operational success, colleague engagement, and client growth.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

As our Service Delivery Manager, lead and manage the overall performance of the teams, ensuring alignment with Sigma’s core values and driving high levels of performance across all areas of service delivery. They combine a high level of leading and engaging to present outstanding results in a way that drives meaningful change.

You'll:

• Coach and develop Team Managers, ensuring they support their teams effectively through regular 1-2-1s, performance reviews, and end-of-year evaluations.
• Collaborate closely with key stakeholders to ensure the smooth and efficient running of the operation.
• Oversee the day-to-day execution of HR processes, ensuring all teams feel supported and valued.
• Drive a culture of continuous improvement by identifying and implementing opportunities to improve both customer experience and operational efficiency.
• Build and maintain strong relationships with clients, ensuring regular updates and reporting on key metrics, and addressing any issues proactively.

What amazing People will bring to the role

Who We're Looking For:

A Service Delivery Manager is a confident leader who uses their knowledge, skills and experience to influence positive change. They are the point of contact for our Team Managers, so consistently lead by example and represent the department well. Substantial management experience, ideally within a BPO environment, with a strong track record of leading teams. Communicate clearly and confidently across all levels of the business. Proven leadership abilities.

Analyse performance metrics, spot trends, and use data-driven insights for decision-making.Adept at handling difficult conversations and providing constructive feedback. Strong client management experience and build trust through clear communication. Identify opportunities for improvement and collaborate with stakeholders to implement solutions.

You'll ideally bring:

• You have 2 - 3 years of Team Management/BPO experience working on a Utilities (Energy) campaign (Essential)
• You have 2-3 years of Customer Service/ Collections & Complaints experience (Desirable)
• You have Matric/Equivalent qualification (Essential)
• You can accommodate different shift patterns
• You can display a strong sense of resilience whilst under pressure
• You have a good command of the English language (written and verbal)
• You are confident and thrive in pressured environments
• Familiarity with SLA expectations and client-driven performance targets
• Flexible and adaptable, with a mindset of continuous improvement and team success

Why This Role?

This isn't just another operational leadership position.

It's an opportunity to lead a critical client partnership, shape strategy, influence business decisions, develop future leaders, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive growth and build something exceptional, we'd love to hear from you.

Join the Sigma Family.