About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p>The Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Responsibilities</H2> </div><div><p><strong>Client Relationship Management</strong><br>a. Build and maintain strong client relationships as the primary point of contact for service-related matters.<br>b. Manage client expectations, inquiries and escalations effectively.<br>c. Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.</p> <p><strong>Service Improvement</strong><br>d. Continuously evaluate service delivery processes to identify improvement opportunities<br>e. Drive initiatives to enhance service quality and improve customer satisfaction.<br>f. Stay updated on industry trends and best practices to implement </p> <p><strong>Sales Support</strong><br>g. Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts<br>h. Support the development of proposals and presentations to demonstrate service value.<br>i. Provide insights from client interactions to help refine sales strategies.</p> <p><strong>Financial Management</strong><br>j. Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.<br>k. Monitor financial performance, analyze variances, and implement corrective actions where necessary.</p> <p><strong>Risk Management</strong><br>l. Identify potential risks and issues related to service delivery and implement mitigation plans.<br>m. Ensure compliance with relevant regulations, standards and organizational policies.</p> <p><strong>Reporting & Documentation</strong><br>n. Prepare and deliver regular service performance reports to clients and management.<br>o. Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications</b></H2> </div><div><p>i. Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity.<br>ii. Experience managing client relationships and service performance.<br>iii. Proven experience in Service Delivery, Operations and Account Management roles.<br>iv. IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required)<br>v. Certification in Customer Success Management will have added advantage.</p></div></div></div>