Strategic Service Delivery Leader

cnx; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

cnx is seeking a Service Delivery Manager in Cape Town to act as strategic partner between client and internal operations, overseeing end-to-end customer journeys, governance, and financial performance.

You will drive service delivery strategy, lead cross-functional teams, manage P&L, billing oversight, and contract negotiations while ensuring risk mitigation and service excellence for the client.

Qualifications

• Experience leading service delivery strategy within a contact center environment.
• Proven experience managing P&L, budgeting, and complex financial analysis.
• Demonstrated ability to lead, mentor, and coach teams and act as a strategic advisor to lower-level management.
• Mastery of English (written and verbal).
• Strategic thinker with ability to influence stakeholders and drive projects.

Responsibilities

• Lead service delivery strategy to ensure key metric attainment, driving revenue and profitability.
• Coordinate formal governance meetings, QBRs, and executive reviews to maintain account health and transparency.
• Set program plans, prioritize initiatives, and resolve conflicts to enhance effectiveness in reaching business goals.
• Act as the primary liaison, providing solutions for immediate client needs while championing long-term business initiatives.
• Own the P&L and financial performance of client programs, providing significant input on budgets, financial analysis, and pricing models.
• Oversee the accuracy of client invoicing and coordinate billing queries with Finance teams.
• Act as a core team member in commercial discussions, contract renewals, and service enhancements.

Skills

Leadership

Communication

Strategic Influence

Technical

Financial Acumen

Tools

Microsoft Office

Job description

cnx is seeking a Service Delivery Manager in Cape Town to act as strategic partner between client and internal operations, overseeing end-to-end customer journeys, governance, and financial performance.

You will drive service delivery strategy, lead cross-functional teams, manage P&L, billing oversight, and contract negotiations while ensuring risk mitigation and service excellence for the client.