Service Delivery Manager

Summary

Are you a business-savvy, customer-centric, detail-oriented manager looking for your moment to shine? We are seeking a Service Delivery Manager to push, probe, organize, and orchestrate key stakeholders in a business symphony that delivers to client expectations in line with SLA agreements and business requirements. You will take the lead on understanding the client’s requirements, dissect vendor performance issues, and develop plans to resolve them. This is your chance to step onto the global stage to coordinate vendors, manage multiple projects, and direct efforts in a rewarding role.

Description

• Data Management & Financial Oversight:
  • Coordinate data generation, review data accuracy, ensure timely invoicing, secure approvals, and follow up on payments.
  • Organize meetings with stakeholders, document changes and approvals as per the change management process.
  • Function as a "mini project manager," determining financial impact and evaluating the appropriateness of operational or account management involvement.
• Workforce & Training Coordination:
  • Act as the primary informant of class changes and backfill classes to WFM, ensuring coordination with TA and training teams.
  • Track and bill HWM to ensure accurate financial reporting.
• Project Management:
  • Manage projects for existing LOBs onsite (PM required otherwise).
  • Lead projects involving less than 50% of a ramp-up (minimum HC of 100) or maximum of 100 HC ramp/ramp from an existing process (PM required otherwise).
  • Oversee project execution for processes existing at other sites or similar processes (PM required otherwise) with the same HC requirement.
• Stakeholder & Operations Coordination:
  • Collaborate with Account Managers and Operations teams to ensure seamless delivery.
  • Oversee all logistical preparations for client visits.
  • Ensure escalation protocols are followed by pushing back before escalating to the AM.
• Vendor & Performance Management:
  • Develop and maintain effective relationships with designated managers to support ongoing vendor oversight.
  • Establish and monitor vendor scorecards with both qualitative and quantitative SLAs and metrics.
  • Support ongoing vendor scorecard reporting and analysis to facilitate effective performance monitoring and intervention.
  • Lead execution of vendor management programs, including quarterly business reviews, annual vendor reviews, and performance scorecards.
  • Facilitate contract renewals, ensuring SLA alignment with business needs.
  • Conduct regular business reviews to assess vendor performance, compliance, relationship health, and improvement plans.
  • Provide support for escalated issues, diagnose vendor performance challenges, and assist with recovery plan implementation.
• Transformation & Change Management:
  • Drive continuous improvement and operational excellence by challenging conventional thinking and encouraging innovative solutions.
  • Act as a transformation and change agent within the organization, ensuring sustained performance and efficiency.
• Travel Requirements:
  • Up to 30% international travel may be required.

Requirements:

• Education & Experience:
  • Matric or equivalent.
  • Business degree or 2 min. years of relevant work experience.
  • Minimum of 2 years in offshore contact center operations, outsourcing, or operations management (manager level or above), preferably in corporate travel management or the travel sector.
• Skills & Competencies:
  • Exceptional written, verbal, and presentation communication skills with diverse internal and external audiences.
  • Strong organizational relationship management skills with the ability to navigate complex political environments.
  • Effective communicator and influencer across leadership levels, with a track record of driving action on complex, technical, or sensitive topics.
  • Analytical problem-solver capable of defining problems, collecting and analyzing data, and drawing valid conclusions.
  • Expertise in conflict resolution, facilitation, interpersonal, and relationship-building skills.
  • Ability to self-direct, manage multiple projects, and operate effectively in an evolving work environment.
• Technical Proficiency:
  • Proficiency in Microsoft Office and Salesforce.
• Additional Considerations:
  • A valid passport is required for business travel.
  • Fluency in German is advantageous.

Note: The appointment will be made in alignment with the company’s EE Plan.