Job Description

Overview:
The Service Delivery Manager / Customer Success Manager will oversee the end-to-end delivery of IT services to the companys clients, ensuring exceptional support and solutions. This role bridges the gap between technical teams and clients, focusing on service excellence and customer satisfaction.
Key Responsibilities:
Manage and mentor the service delivery or customer success team
Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Develop and maintain strong client relationships, acting as the main point of contact for service-related matters
Collaborate with internal teams to align services with client needs and expectations
Monitor and report on service performance, implementing improvements where necessary
Conduct regular client reviews to ensure satisfaction and identify opportunities for service enhancement
Manage escalated issues and ensure timely resolution
Requirements:
Matric essential
Diploma/Degree in Information Technology, Business Administration, or related field
5+ years of experience in IT service delivery or customer success
Background in helpdesk or technical support environments
Strong understanding of ITIL frameworks and service management best practices
Proficiency in helpdesk ticketing systems and IT service management tools
Excellent communication and interpersonal skills
Leadership abilities to guide and motivate teams
Problem-solving skills to address and resolve client issues effectively
Certifications (Preferred):
ITIL Foundation or Practitioner
Project Management Professional (PMP)
Microsoft Certified Solutions Expert (MCSE)

Skills Required