Service Delivery Manager – SA

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Serve as the client's advocate, ensuring that services and products align with expectations while promoting adoption and performance.

• Oversee the quality of service delivery, address issues, and implement enhancements at both the operational and product levels.

• Establish trust within the client’s organization through proactive communication and governance.

• Manage client expectations and ensure alignment with available services.

• Conduct regular service reviews with clients to evaluate product performance, pinpoint areas for improvement, and tackle any concerns.

• Track client satisfaction metrics, manage complaints, and proactively resolve issues to improve the overall client experience.

• Develop and monitor all services to ensure they meet agreed SLAs and KPIs, reporting any discrepancies to clients and management.

• Identify opportunities for process enhancements and implement changes to improve service delivery quality.

• Regularly assess, analyze, and report on service delivery metrics.

• Drive compliance with requirements and questionnaires posed by clients.

• Assist with contract renewals, negotiating service terms.

• Coordinate and manage the resolution of incidents.

• Lead response efforts during service disruptions.

• Collaborate with business, product, and development stakeholders to ensure seamless client product rollouts.

• Oversee the implementation of product updates or service modifications.

⛳️ Requirements

• Bachelor's Degree or equivalent.

• At least 5 years of experience managing relationships in a Service Delivery Manager (SDM) role or similar, encompassing contract negotiation, performance assessment, and issue resolution. (Essential)

• Extensive experience in developing, negotiating, and managing SLAs to ensure services provided meet or exceed established standards.

• Strong background in managing and resolving client or third-party service incidents and problems, showcasing the ability to minimize service disruptions effectively. (Essential)

• Analytical and problem-solving skills to address service delivery challenges and optimize performance.

• Strong leadership capabilities to lead cross-functional teams, encourage collaboration, and enhance service provider performance to meet organizational goals.

• In-depth understanding of service management principles, frameworks (such as ITIL), and best practices to ensure efficient and effective service delivery. (Essential)

• Experience in project management to plan, organize, and coordinate teams, timelines, and deliverables.

• Excellent verbal communication skills with the ability to influence team members and stakeholders.

• Proven experience in creating and delivering reports and presentations to clients.

• Familiarity with Hosted or SaaS offerings, preferably in an AWS environment.

• Background in EMV 3-D Secure and card-not-present (CNP) e-commerce environments (beneficial).

• Experience with various Authentication Products (In-App Auth, Fido, NIUSSD, etc.) (beneficial).

• Experience providing support for Mobile Applications and SDKs to clients (beneficial).

• Expertise in Salesforce (beneficial).

• Proficiency in reporting tools such as PowerBI, Tableau, or similar.

• Familiarity with monitoring and fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix.

• Experience in accessing and manipulating data using SQL or Python (beneficial).

🏝️ Benefits

• Flexible working hours

• Remote work opportunities

• Growth opportunities