Job Title:\u00a0Service Delivery Manager
\nCore Responsibilities<\/p>\n
Manage service delivery for contract clients and ensure services meet agreed standards.<\/p>\n
Monitor and continuously improve service delivery performance.<\/p>\n
Maintain strong client relationships and ensure customer satisfaction.<\/p>\n
Manage service delivery tools, systems, and reporting.<\/p>\n
Provide regular service delivery reports to management.<\/p>\n
Key Duties<\/p>\n
Oversee call centre operations and ensure proper logging, handling, and closure of client calls within the agreed SLA.<\/p>\n
Train and guide staff on effective call management and customer handling.<\/p>\n
Ensure clients are regularly updated on the status of their service requests.<\/p>\n
Lead and motivate the service team to maintain high performance.<\/p>\n
Prepare weekly and monthly service reports.<\/p>\n
Develop proactive solutions to prevent recurring service issues.<\/p>\n
Lead meetings with clients, represent the service team, and maintain meeting minutes.<\/p>\n
Maintain effective communication with internal support teams.<\/p>\n
Manage service schedules and monitor service delivery activities.<\/p>\n
Mediate and resolve service-related issues.<\/p>\n
Monitor contract expiries and coordinate timely renewals.<\/p>\n
Handle correspondence related to service delivery.<\/p>\n
Monitor services provided in upcountry locations.<\/p>\n
Prepare and submit monthly service reports.<\/p>\n
Ensure service tools and resources are available for service teams.<\/p>\n
Maintain service contracts and maintenance records.<\/p>\n
Assign account managers for maintenance clients and supervise their activities.<\/p>\n
Review service logs and confirm completion of services with proper documentation.<\/p>\n
Ensure technicians prepare service reports upon completion of tasks.<\/p>\n
Review reports from account managers and escalate issues where necessary.<\/p>\n
Conduct client visits and meetings for AMC (Annual Maintenance Contract) clients.<\/p>\n
Coordinate AMC activities and ensure quality service delivery.<\/p>\n
Monitor daily maintenance activities and gather feedback from engineers on completed tasks.<\/p>\n
Ensure proper logging and follow-up of complaints, service requests, quotations, and surveys.<\/p>\n
Follow up on tasks assigned to other teams and ensure client responses are provided within 8 hours.<\/p>\n
Track service statistics such as complaints, requests, and response times.<\/p>\n
Communicate with clients regarding equipment readiness or delays.<\/p>\n
Coordinate transport for service teams when required.<\/p>\n
Expected Competencies
\nThe Service Delivery Manager should demonstrate:<\/p>\n
Ability to improve service delivery processes and performance.<\/p>\n
Effective management and monitoring of service calls and requests.<\/p>\n
Strong communication and collaboration with clients and internal teams.<\/p>\n
Proactive problem-solving and service improvement initiatives.<\/p>\n
Dedication, responsibility, and creativity in executing core duties.<\/p>\n
Key Targets<\/p>\n
Delivery of high-quality services.<\/p>\n
Timely service response and completion.<\/p>\n
Timely contract renewals.<\/p>\n
Increased interaction and engagement with clients.<\/p>\n
Education & Qualifications<\/p>\n
Bachelor\u2019s Degree in Business Administration, Information Technology, Engineering, Customer Service Management, or a related field.<\/p>\n
Minimum of 3\u20135 years of experience\u00a0in service delivery management, customer service management, or a related operational role.<\/p>\n
Strong knowledge of service management processes, client relationship management, and service reporting systems.<\/p>\n
Proficiency in Microsoft Office applications\u00a0and service management tools.<\/p>\n
Strong leadership, communication, and problem-solving skills.<\/p>\n
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