Service Delivery Manager

Vulatel; South Africa; Vor Ort; ZAR 780.000 - 1.100.000; Vollzeit

Zusammenfassung

Vulatel is seeking a Service Delivery Manager to oversee delivery across projects, installations, maintenance and support in a telecommunications context. You will monitor SLAs, coordinate cross-regional delivery, and drive improvements with the Operations team.

Responsibilities include leading client reviews, preparing reports, and ensuring accurate billing documentation while coordinating with Finance, Logistics and Safety teams. This role requires strong stakeholder management and data skills.

Qualifikationen

• Experience managing client relationships and escalations.
• Experience across multiple regions or accounts.
• Knowledge of wireless installation, maintenance and SLA obligations.
• Experience overseeing quotations, POs, variations and billing docs.
• Strong reporting and data skills; proficient with ticketing systems.
• Ability to lead and influence through dotted-line relationships.

Aufgaben

• Set clear responsibilities, priorities, deadlines and performance expectations for direct reports; monitor completion, coach team members and address performance gaps.
• Own service delivery outcomes across projects, installations, maintenance and support; monitor SLA compliance, aged tasks, milestones and closure quality.
• Agree delivery plans and recovery actions with the Operations Manager, aligning resources and priorities to client commitments through dotted-line oversight.
• Escalate resource, skills, access, safety or delivery constraints to the responsible manager and General Manager, with clear actions and due dates.
• Act as the service delivery contact for assigned clients and lead service reviews, progress meetings and escalations, providing accurate updates and realistic commitments.
• Present on behalf of team members to clients, management and other stakeholders if and when required, including when they are unavailable or need support. Obtain and validate their information beforehand, explain progress and constraints, and take ownership of follow-up actions.
• Ensure continuity of client engagement and a coordinated team response; record decisions, commitments, responsible persons and deadlines, and follow through to closure.
• Oversee timely, accurate preparation and submission of quotations, variations and supporting documents in line with the agreed scope, rate cards and client requirements.
• Maintain visibility of outstanding purchase orders, available quantities and values, approvals and budget constraints. Drive follow-ups and escalated delays affecting delivery, billing or subcontractor payments.
• Ensure work is supported by the required commercial authorisation. Escalate requests to proceed without a PO or beyond authorised scope to the General Manager for a decision in line with company policy and delegated authority.
• Oversee reconciliation of delivered work, POs, variations, completion evidence and client acceptance so that Finance receives complete, accurate information for timely billing.
• Track unbilled work and disputed or rejected submissions; assign corrective actions and provide visibility of revenue at risk and forecast billing dates.
• Ensure Servicely and approved client systems contain current ticket status, planned and completed work, expected revenue, PO references, supporting documents and next actions.
• Provide concise internal and client reports covering SLA performance, delivery progress, backlog, escalations, billing readiness and commercial risks; validate information with the responsible team members.
• Drive automation and standardisation of reporting and documentation, reducing manual trackers and duplicate capture while maintaining reliable source data.
• Coordinate with Finance, Warehousing, Logistics and Health and Safety to resolve delivery dependencies, equipment availability, invoicing queries and compliance requirements.
• Identify repeat incidents, rework and service inefficiencies; agree root-cause and improvement actions with Operations and monitor their effectiveness.

Kenntnisse

Client relationships

Service reviews

Presentations

Escalations

Reporting skills

Excel

Management dashboards

Ticketing systems

Ausbildung

Matric

Tertiary qualification in telecoms / business / project management

Tools

Ticketing systems

Excel

Management dashboards

Jobbeschreibung

• Set clear responsibilities, priorities, deadlines and performance expectations for direct reports; monitor completion, coach team members and address performance gaps.
• Own service delivery outcomes across projects, installations, maintenance and support; monitor SLA compliance, aged tasks, milestones and closure quality.
• Agree delivery plans and recovery actions with the Operations Manager, aligning resources and priorities to client commitments through dotted-line oversight.
• Escalate resource, skills, access, safety or delivery constraints to the responsible manager and General Manager, with clear actions and due dates.
• Act as the service delivery contact for assigned clients and lead service reviews, progress meetings and escalations, providing accurate updates and realistic commitments.
• Present on behalf of team members to clients, management and other stakeholders if and when required, including when they are unavailable or need support. Obtain and validate their information beforehand, explain progress and constraints, and take ownership of follow-up actions.
• Ensure continuity of client engagement and a coordinated team response; record decisions, commitments, responsible persons and deadlines, and follow through to closure.
• Oversee timely, accurate preparation and submission of quotations, variations and supporting documents in line with the agreed scope, rate cards and client requirements.
• Maintain visibility of outstanding purchase orders, available quantities and values, approvals and budget constraints. Drive follow-ups and escalated delays affecting delivery, billing or subcontractor payments.
• Ensure work is supported by the required commercial authorisation. Escalate requests to proceed without a PO or beyond authorised scope to the General Manager for a decision in line with company policy and delegated authority.
• Oversee reconciliation of delivered work, POs, variations, completion evidence and client acceptance so that Finance receives complete, accurate information for timely billing.
• Track unbilled work and disputed or rejected submissions; assign corrective actions and provide visibility of revenue at risk and forecast billing dates.
• Ensure Servicely and approved client systems contain current ticket status, planned and completed work, expected revenue, PO references, supporting documents and next actions.
• Provide concise internal and client reports covering SLA performance, delivery progress, backlog, escalations, billing readiness and commercial risks; validate information with the responsible team members.
• Drive automation and standardisation of reporting and documentation, reducing manual trackers and duplicate capture while maintaining reliable source data.
• Coordinate with Finance, Warehousing, Logistics and Health and Safety to resolve delivery dependencies, equipment availability, invoicing queries and compliance requirements.
• Identify repeat incidents, rework and service inefficiencies; agree root-cause and improvement actions with Operations and monitor their effectiveness.

Qualification

• Matric
• 2 to 3 years relevant experience in the telecommunications industry
• A relevant tertiary qualification in telecommunications, business management, project management or a related field is advantageous.

Job Requirements

• Experience managing client relationships, service reviews, presentations and escalations across multiple regions or accounts.
• Working knowledge of wireless installation, maintenance and support services, SLA obligations and contract scope.
• Experience overseeing quotations, purchase orders, variations, reconciliation and billing documentation.
• Ability to manage direct reports and influence operational and support functions through dotted-line relationships.
• Strong reporting and data skills, with practical experience using ticketing
• systems, Excel and management dashboards.