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Service Delivery Manager
Resumo da oferta
A dynamic technology services firm in Johannesburg seeks a results-driven Service Delivery Manager with 5-9 years of experience. You will oversee service delivery to ensure high performance, manage client relationships, and drive improvements in processes. The ideal candidate will have a Bachelor's degree in IT or a related field, along with strong skills in stakeholder management and ITIL practices. This role offers the opportunity to lead a cross-functional team in enhancing service delivery.
Qualificações
- 5-9 years of experience in service delivery or client management.
- Proven experience managing service performance in multi-client environments.
- Strong knowledge of ITIL practices is preferable.
Responsabilidades
- Ensure high levels of customer satisfaction through effective service delivery.
- Oversee the end-to-end delivery of IT/business services.
- Coordinate cross-functional teams to resolve service issues.
Conhecimentos
Formação académica
Ferramentas
Job Overview :
We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.
Key Responsibilities :
Service Management & Delivery :
Ensure high levels of customer satisfaction through effective service delivery and management.
Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
Monitor performance metrics and prepare service reports for clients and internal leadership.
Stakeholder Engagement :
Act as the main point of contact for client service-related issues and escalations.
Build and maintain strong relationships with customers and internal delivery teams.
Team Leadership & Coordination :
Coordinate cross-functional teams to ensure timely resolution of service issues.
Provide mentoring and direction to junior delivery staff or support teams.
Process Improvement :
Identify gaps and inefficiencies in service delivery processes; implement improvements.
Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).
Project Support :
Support the delivery of new services, transitions, and transformation initiatives.
Collaborate with project managers to align service capabilities with project deliverables.
Required Skills & Qualifications :
Bachelors degree in Information Technology, Business Administration, or related field.
5-9 years of experience in a service delivery or client management role.
Proven experience managing service performance in complex, multi-client environments.
Strong knowledge of ITIL practices (certification preferred).
Excellent problem-solving, communication, and stakeholder management skills.
Strong organizational and multitasking abilities.
Preferred Qualifications :
Experience in cloud-based or digital service environments.
Experience managing third-party vendors or offshore delivery teams.
PMP or similar project management certification is a plus.
Familiarity with service tools such as ServiceNow, Jira, or equivalent.
Key Competencies :
Customer-centric mindset
Analytical thinking
Leadership and team collaboration
Conflict resolution
Time and priority management
* O salário de referência é obtido com base em objetivos de salário para líderes de mercado de cada segmento de setor. Serve como orientação para ajudar os utilizadores Premium na avaliação de ofertas de emprego e na negociação de salários. O salário de referência não é indicado diretamente pela empresa e pode ser significativamente superior ou inferior.