Service Delivery Manager

The role will be responsible for managing the delivery team and ensure timely and accurate customer deliveries. You will also ensure that the team maintains a high level of competence at all times and uphold operational excellence.

Skills and Qualifications

  • 5+ years management experience managing and leading a high performing team.
  • Experience and knowledge of project management, change management principles and methodologies and tools
  • Exceptional communication skills, both written and verbal
  • Experience with Enterprise Monitoring Tools and Technologies
  • Familiarity with project management approaches, tools and phases of the project lifecycle
  • Excellent foundation and understanding of Technology and IT operations
  • Efficiently and effectively solve problems regarding system errors or usage issues
  • Implement processes and procedures to minimize downtime by allowing the teams to rapidly diagnose and resolve problems
  • People-oriented and results driven
  • Demonstrable experience with human resources metrics
  • Ability to architect strategy along with leadership skills
  • Excellent active listening, negotiation and presentation skills
  • Competence to build and effectively manage interpersonal relationships at all levels of the company
  • In-depth knowledge of labor law and HR best practices
  • BSc/Ba in human resources, business administration or relevant field

Duties and Responsibilities

Your responsibilities will include (but are not limited to):

  • Promotes the organization’s capabilities and works to achieve contract extension or to win additional business within the account(s).
  • Ensures that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget.
  • Schedule and attend weekly meetings with managers to ensure continuous improvement with compliance to IT Service Delivery standards and policies.
  • Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards positive outcomes.
  • Prepares consultants for assignments by establishing and conducting orientation and training programs.
  • Ensures planning, monitoring, and appraisal of consultant work results by training managers to coach and discipline consultants
  • Schedule management conferences with consultants;
  • Hearing and resolving consultant grievances
  • Counsel consultants and supervisors.
  • Perform resource allocations and workload assignments according to delivery requirements.
  • Managing timesheets, leaves, etc.
  • Completes human resource operational requirements by scheduling and assigning consultants; following up on work results.
  • Develop process improvements to achieve cost effectiveness and time saving.
  • Develop scope and budget for delivery projects
  • Recommend new policies, approaches, and procedures

Please send your most updated CV to [email protected].

Application Form - Service Delivery Manager