Job Description

Job Summary
IT Service Delivery Manager
JOB PURPOSE STATEMENT
The Service Delivery Manager ensures the effective delivery of high-quality services to clients by overseeing the service lifecycle, maintaining operational efficiency, and driving continuous improvement. This role ensures the successful ICT service provisioning at client sites through the application of proper Service Management principles, processes and efficient and effective measures. Managing client expectations, ensuring SLAs are met, and coordinating between cross-functional teams to deliver exceptional service performance, customer satisfaction, and alignment with business objectives. The Senior Service Delivery Manager plays a key role in fostering client relationships with key stakeholders, resolving escalations, and ensuring service excellence.
DUTIES AND RESPONSIBILITIES
Customer Relationship Management
Managing customer project and contractual requirements from beginning to end.
Handling escalations and ensuring clients are constantly updated on progress.
Carrying a customer-centric mindset and "can do" attitude.
Managing conflict or disagreements with respect, maturity, patience, and understanding.
Encouraged participation in customer's social gatherings when applicable.
Contract and Service Level Management
Managing contracts and ensuring the company is honouring their contractual commitments to the client.
Familiarizing with current client contract terms and conditions, service offerings, and commercials.
Creation and maintenance of the Service Level Agreement with the relevant cost schedules and reporting, providing service delivery services to the customer for both internal and external use.
Team and Performance Management
Managing key stakeholders and service owners, including monthly KPI feedback meetings.
Managing, developing, training, and providing feedback to staff where applicable.
Service Portfolio Management
Understanding the full service portfolio per client and ensuring the management of contracted services in alignment with client expectations.
Building solid relationships both internally and externally and providing direction to drive the concept of TEAM.
Monthly Service Reviews, Reporting and Performance Monitoring
Ensuring weekly updates and monthly service reviews are conducted according to the BCT Service Delivery Model and Reporting standards.
Presenting accurate, up-to-date monthly reports to clients on usage and performance statistics, risks, and CSI recommendations.
Communication and Engagement
Communicating primarily via WhatsApp, Teams, email, and phone calls.
Maintaining an up-to-date Outlook calendar, noting private and business responsibilities/meetings.
Service Improvement & Innovation
Identifying areas for process improvement to enhance service delivery quality and efficiency.
Implementing best practices and innovative solutions to meet or exceed customer expectations.
Continuously seeking feedback from clients and internal teams to identify and act on improvement opportunities.
Risk and Issue Management
Proactively identifying potential risks to service delivery and developing mitigation strategies.
Managing and resolving service-related issues in a timely manner to minimize impact on the client.
Escalating critical issues to senior management when necessary and ensuring transparent communication with the client.
Client Onboarding and Transition Management
Leading the client onboarding process to ensure a seamless transition from sales to service delivery.
Creating tailored service transition plans for new clients, ensuring alignment with their specific needs.
Managing client expectations during the transition period to ensure smooth integration into the service.
JOB REQUIREMENTS:

• Bachelor's degree in IT, Computer Science, Business Administration, or a related field or 10 years related experience.
• Certifications such as ITIL (Information Technology Infrastructure Library) or PMP (Project Management Professional) are often preferred or required.
• Other relevant certifications like Agile or PRINCE2 can be advantageous.
• Proven experience (typically 5 to 10 years) in a Service Delivery Manager role or similar positions in IT service management, client relations, or service delivery.
• Experience in managing IT services, service-level agreements (SLAs), and contracts with a focus on delivering high-quality customer experiences.
• Experience in managing teams and cross-functional collaboration between departments (e.g., IT, operations, and client-facing teams).
• Demonstrated experience in improving service delivery processes and managing escalations.
• Experience with performance reporting, KPI management, and continuous service improvement initiatives

These responsibilities are not exhaustive. In this dynamic role as a Senior Service Delivery Manager, you may be required to perform ad-hoc tasks and adapt to evolving challenges as they arise, ensuring that our clients receive the best possible service and solutions tailored to their unique needs. Your versatility and readiness to address diverse demands are integral to achieving success in this role.
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