Strategic Service Delivery Lead | P&L & Governance

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

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.