Spec: Service Delivery

BCX Zambia; Bellville; Hybrid; ZAR 500,000 - 650,000; Full time

Job summary

A leading service management company in Bellville is seeking a Service Delivery Manager to coordinate service delivery to key clients. The ideal candidate will ensure operational excellence, monitor service levels, and maintain strong client relationships. A degree or diploma in Commerce, IT, or Engineering is required along with relevant experience. This full-time role offers hybrid working options.

Qualifications

• 5 years of relevant experience, or 7 years with Grade 12.
• Ability to monitor and report on service levels.
• Management of customer/user experience initiatives.

Responsibilities

• Coordinate the delivery of services to clients.
• Ensure long-term relationships with clients.
• Track service performance and resolve issues.

Skills

Computer Literacy

Telephone Etiquette

Interpersonal skills

Communication

Professionalism

Punctuality

Time and Priority Management

Office Management

Business Writing

Editing and Proofreading

Deadline Management

Education

NQF 6: 3-year Degree/Diploma/National Diploma in Commerce, IT, or Engineering

NQF 4: Grade 12

Job description

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Date: 31 Jul 2025

Location: Bellville, Western Cape, ZA

Company: BCXP

Business unit, Department, Reporting:

Business Unit CPS Department CPS SM Service Integration Management Reports To Senior Manager: Service Delivery Management Grade S5

Core Description: Responsible for coordinating the delivery of services into key clients. Ensure long-term healthy client relationships, acting as the bridge between the client and operational delivery teams. Ensure the highest level of operational service delivery.

Key Deliverables / Primary Functions:

• Monitors and reports on service levels
• Owns the 'front office' - all aspects of the customer/user experience: Service Desk, Service Level Management, Customer Relationship, Availability
• Ensure that existing services stay operational
• Track calls logged by CFC until resolution, primarily working with service providers like Openserve

Core Functional Skills & Capabilities:

• Computer Literacy
• Telephone Etiquette
• Interpersonal skills
• Communication
• Professionalism
• Punctuality
• Time and Priority Management
• Office Management
• Business Writing
• Editing and Proofreading
• Deadline Management

Core Behavioural Competencies:

• Delivering Results & Meeting customer expectations
• Planning & Organising
• Working with people
• Deciding & Initiating Action
• Achieving personal work goals & objectives

Minimum Qualifications:

• NQF 6: 3-year Degree/Diploma/National Diploma in Commerce, IT, or Engineering
• OR NQF 4: Grade 12

Experience:

• 5 years’ relevant experience, or
• If Grade 12, 7 years relevant experience

Certifications: None

Professional Memberships in Relevant Industry:

Level of Engagement & Span of Control: 0 - 4

Special Requirements / Employment Conditions: Required to travel locally and/or internationally

Workplace / Physical Requirements: Full-time Office-Based position, Hybrid Remote Worker, Billable

BCX is an equal opportunity employer, committed to employment equity and diversity.