Service Delivery Manager at Cobranet Limited

Job Summary

• A Service Delivery Manager (SDM) ensures end-to-end service quality, client satisfaction, and contractual compliance, acting as the primary liaison between customers and internal technical teams.
• Key responsibilities include overseeing operations, managing service-level agreements (SLAs) and KPIs, resolving escalations, and driving continuous improvement to enhance service delivery efficiency.

Core Roles and Responsibilities

• Client Relationship Management: Acting as the main point of contact, ensuring client needs are met, and managing expectations to foster long-term partnerships
• Service Delivery Optimization: Overseeing day-to-day operations to ensure services are delivered on time, within budget, and to quality standards
• SLA and KPI Management: Defining, monitoring, and reporting on key performance indicators and service-level agreements to ensure contractual compliance
• Escalation Management: Taking ownership of service-related issues, ensuring timely resolution to minimize operational impact.
• Process Improvement: Utilizing feedback, data analytics, and industry best practices to streamline processes, increase efficiency, and enhance value
• Team Leadership: Mentoring and collaborating with cross-functional teams to align with company goals and project requirements
• Reporting: Presenting regular performance reports to both senior management and clients to highlight achievements and address gaps

Key Skills Required

• Strong Leadership: Ability to motivate teams and drive project success
• Communication: Excellent verbal and written skills for client-facing and internal communications.
• Problem-Solving: Strong critical thinking to manage complex escalations and risks.
• Technical Proficiency: Understanding of IT systems, service management tools, and project management methodologies.