Team Lead, Service Delivery

Ttec; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job description

Showing 2 Team Lead Service Delivery jobs in Cape Town

Customer Service Operations Manager

New

Century City, Western Cape R70000 - R120000 Y White Hat Gaming

Posted today

Job Description

Moonspin is proud to offer industry‑leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world‑class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state‑of‑the‑art technological designs and features. We hire experienced top‑talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.

Purpose of the Role:

The Customer Service Operations Manager is responsible for leading and optimizing call centre operations, ensuring world‑class service delivery, and aligning operational performance with the organization’s strategic goals. The role requires balancing daily management, long‑term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.

Responsibilities:

Operational Leadership:

• Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards.
• Develop workforce schedules based on call volume forecasts and resource availability.
• Ensure call quality monitoring, service consistency, and operational adherence to policies.
• Lead, mentor, and inspire team leaders and agents, fostering a high‑performance and customer‑centric culture.
• Conduct regular performance evaluations, set goals, and implement coaching programs.
• Design and deliver training initiatives to build skills and improve service quality.

Customer Experience & Escalation Management:

• Drive strategies that enhance customer satisfaction, loyalty, and retention.
• Handle escalated issues, ensuring timely resolution and root cause analysis.
• Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

Strategic Focus & Business Alignment:

• Develop and execute strategies to evolve the call centre into a modern, digital‑first customer service function.
• Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth.
• Plan budgets, workforce expansion, and cost‑optimization initiatives.
• Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).

Performance Management & Reporting:

• Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities.
• Track and optimise critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition.
• Benchmark performance against industry standards to drive a culture of continuous improvement.

Compliance & Process Excellence:

• Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations.
• Implement process improvement initiatives to increase efficiency and reduce errors.

  Requirements:

  • 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
  • Experience working in i‑Gaming field.
  • Hands‑on experience working with AI tools/systems in the CS environment.
  • Proven track record of operational leadership, strategy planning, and process optimisation in a call centre environment.
  • Strong analytical skills with experience in performance reporting and business intelligence tools.
  • Excellent leadership, coaching, and communication abilities.
  • Customer‑centric mindset with passion for delivering service excellence.
  • Strategic thinker with ability to translate business priorities into actionable plans.
  • Inspiring leadership style that motivates, develops, and retains talent.
  • Strong problem‑solving, decision‑making, and conflict resolution skills.
  • Adaptability to fast‑paced, high‑pressure environments.
  • Continuous improvement and innovation orientation.

  Is this job a match or a miss?

  Service Delivery Manager

  New

  Century City, Western Cape R850000 - R1500000 Y DataTech Recruitment

  Posted today

  Job Description

  Service Delivery Manager

  Location: Century City, Cape Town (Onsite)

  Salary: R – R CTC per year

  Benefits: Medical aid contribution

  Travel: USA trips 2–4 times per year

  We’re looking for a seasoned Service Delivery Manager to lead the delivery of IT services for global clients in the mining and construction industries. This role is hands‑on, client‑facing, and central to keeping critical infrastructure and services running smoothly.

  What you’ll do

  • Oversee delivery of IT services across cloud and on‑prem environments (VMWare, Kubernetes, Cisco, UBNT, Nokia NDAC).
  • Ensure all services consistently meet SLA requirements.
  • Manage incident, problem, change, and release processes.
  • Act as the go‑to contact for clients, handling escalations and building strong relationships.
  • Monitor service performance, produce regular reports, and drive continuous improvement.
  • Attend client meetings, present SLA reports, and manage expectations.
  • Lead and mentor a team of around 10 service delivery professionals.
  • Support recruitment and training within the service team.

  What you’ll bring

  • 8+ years’ experience in service delivery management.
  • Proven track record managing SLAs and leading teams.
  • A bachelor's degree in IT, Engineering, or similar.
  • Strong client engagement and stakeholder management skills.
  • A sharp eye for detail and the ability to see both the big picture and the small but important gaps.

  Job Types: Full‑time, Permanent

  Pay: R850000,00 - R ,00 per year

  Ability to commute/relocate:

  • Century City, Western Cape: Reliably commute or planning to relocate before starting work (Required)

  Experience:

  • Service Delivery Management: 8 years (Required)
  • Cloud: 8 years (Required)
  • On‑prem: 8 years (Required)
  • VMWare: 8 years (Required)
  • Kubernetes: 8 years (Required)
  • Cisco: 8 years (Required)
  • UBNT: 8 years (Required)
  • Nokia Drone Networks: 8 years (Required)
  • Team Management: 8 years (Required)

  Is this job a match or a miss?

  Be The First To Know

  About the latest Team lead service delivery Jobsin Cape Town !