Service Delivery Manager

Responsibilities:

Service Delivery Management:

• Ensure delivery of services in accordance with agreed customer SLAs and contractual obligations.
• Monitor service performance and customer satisfaction metrics.
• Oversee incident, problem, and escalation management processes.
• Coordinate resolution of critical customer issues and service disruptions.
• Ensure timely communication to customers during incidents, outages, and service-impacting events.
• Lead service review meetings with key customers where required.
• Drive continuous improvement initiatives to enhance service quality and operational performance.

Customer and Account Operations:

• Manage and supervise Account Managers and Customer Success personnel.
• Ensure proactive customer engagement and relationship management.
• Monitor account health and customer satisfaction levels.
• Identify at-risk customers and implement retention strategies.
• Review customer escalations and ensure prompt resolution.
• Ensure customer communications are professional, timely, and consistent.

Operational Performance Management:

• Establish and monitor operational KPIs across teams.
• Conduct weekly and monthly performance reviews.
• Ensure operational processes and procedures are followed consistently.
• Track service requests, ticket resolution performance, and response times.
• Ensure operational reporting is accurate and delivered on schedule.
• Drive accountability across teams.

Incident and Escalation Management:

• Lead the response to major incidents and service disruptions.
• Coordinate internal teams during outages, customer escalations, and emergency situations.
• Conduct root cause analysis and post-incident reviews.
• Implement corrective and preventive actions to reduce recurrence of issues.
• Maintain incident management documentation and reporting.

Team Leadership and Development:

• Provide leadership, coaching, and mentoring to operational teams.
• Conduct performance evaluations and development planning.
• Foster a culture of accountability, ownership, and continuous improvement.
• Identify training needs and support employee development.
• Promote collaboration across departments.

Process Improvement & Governance

• Develop, document, and maintain operational procedures and service delivery standards.
• Identify inefficiencies and recommend process improvements.
• Ensure compliance with company policies, operational standards, and customer requirements.
• Support implementation of new systems, tools, and operational initiatives.
• Drive operational maturity and process standardization.

Vendor and Third-Party Management

• Coordinate with network providers, hardware vendors, and external service partners.
• Monitor third-party service performance.
• Escalate service issues to vendors where necessary.
• Ensure vendors meet agreed service expectations.

Requirements:

• A minimum of 5 years experience
• A minimum of MBA/MSc in the required field