Service Delivery Manager
On-siteWestville, KwaZulu-Natal, South Africa
Job Summary
Manage client satisfaction by ensuring services meet agreed SLAs and contractual obligations, establishing Single Point of Contact interfaces, and leading resolution of escalated incidents. Advise on service delivery management, including budget oversight, risk identification, and implementing delivery model improvements to optimize client and Dimension Data outcomes. Collaborate with sales and pre-sales teams to identify up-sell opportunities, contribute to account plans, and drive account retention strategies. Chair service review meetings, distribute performance reports, and instigate improvements within service improvement plans while maintaining accurate operating procedure manuals. Travel extensively to attend business reviews and client meetings as an ambassador, fostering relationships with senior internal stakeholders and vendors to ensure seamless service performance across the regional environment.
Required Qualifications
- Deep understanding of the client's business needs and technology strategy
- Deep understanding of the associated Dimension Data delivery model
- Ability to act as an ambassador
- Strong leadership qualities
- Strategic thinking ability
- Well developed leadership skills
- Excellent strategic thinking ability
- Competence in communication
- Ability to operate well in a team environment
- Attention to detail
- Ability to travel extensively to attend business reviews and client meetings
- Ability to build effective working relationships with senior internal stakeholders
- Ability to identify risks to delivery and drive the implementation of appropriate solutions
- Ability to identify opportunities to up sell services
- Ability to contribute to pre-sales processes
- Ability to identify opportunities for growth within the assigned portfolio
- Ability to raise awareness of the competitive landscape
- Ability to develop strategies to ensure account retention
- Ability to make necessary recommendations to the team and executive sponsors
- Ability to take ownership of and drive resolution of escalated incidents
- Ability to chair service review meetings
- Ability to distribute performance reports, meeting minutes and action registers
- Ability to instigate improvements within the service improvement plan
- Ability to work closely with relevant vendors to ensure implementation of agreed actions
- Ability to work closely with the Vendor management team
- Ability to ensure accuracy and maintenance of client facing operating procedure manuals
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