100 Service Delivery Manager jobs in South Africa

Overview

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

Responsibilities

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

Qualifications

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

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Apply by :

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1.To see what life at Capitec is all about and complete a short assessment, pleaseclick here!

2. Once you have completed the above finalize your application by clicking apply below.

Join Us in Becoming the Best Bank in the World!

We appoint energized and motivated people for their potential andcontinuously look fortalented, driven individuals to help us innovate and evolve.That is why we focus on finding the right people for the right jobs.We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud ofand earns the trust of our clients.

Who We Are

We are a bank, but we’re much more than that.We believe that banking is about enabling people to controltheir financial lives through banking that is simplified, accessible, affordable, and delivered through a personalexperience. By helping our clients manage their financial lives better, we enable them to live better.

Why choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first,act with Energy and take Ownership.And to support people in being their best, our Employee ValueProposition offers every value to all team members through cohesive teams, growth opportunities as wellas employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feelswelcome, valued, focused, and has the opportunity to grow.

About the role

In this position, you will work as part of a team of 15 Service Delivery managers who oversee IT Service Delivery processes (Incident, Change, and Problem management) for the Production and Disaster Recovery environments. This role involves collaborating with 1st, 2nd, and 3rd line support teams, project managers, and architecture teams to ensure appropriate controls and procedures are established and maintained throughout the application lifecycle. When issues occur, you will be responsible for escalation, communication, and resolution, ensuring that the business remains informed and supported. This role includes overseeing governance, updating processes and documentation, and serving as the main contact for IT service delivery.

Minimum Experience

• At least 2-3 years’ relevant experience within a similar Service Delivery environment and role
• Proven experience in escalation process, incident management and problem solving
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure andTechnical environments
• Experience working in a regulated environment (ideally, Financial services)
• Experience with vendor management, reporting (reporting skills) and negotiations
• Understand and experience with ITIL implementation principles

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification
• Certification in ITIL Foundation

Knowledge

Minimum:

• General business operations
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure and Technical environments
• Previous experience as an Application or Infrastructure support specialist or as a developer
• Experience working in a regulated environment, ideally Financial services
• Experience with vendor management, reporting and negotiations
• ITIL implementation principles

Ideal:

• Banking knowledge
• Familiarity with industry regulatory requirements, specific to information security

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

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Job Title

Service Delivery Manager

Location

Johannesburg

Nature of role

Full-time Permanent role

Reports to

Head of Service Delivery South Africa

Role Description

Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients.

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.

The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions.

Specific Role Responsibilities

Strategy formulation and implementation

• Identifies and secures additional commercial opportunities with each customer within their remit;
• Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc;
• Contributes to the formulation and refinement of the wider FNZ vision and strategy;
• Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers;
• Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context.

Leadership

• Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill;
• Earns respect from colleagues, customers and other professional stakeholders;
• Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly;
• Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable;
• Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders;
• Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;
• Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones;
• Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation;
• Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this;
• Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this;
• Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff;
• Drives a service culture with a positive “can do” attitude.

Managing Service Delivery

• Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control;
• Visits customers on-site monthly or as otherwise agreed;
• Demonstrates a proven ability to influence and lead the customer where necessary or desirable;
• Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;
• Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required;
• Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes;
• Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (AuA, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction;
• De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes;
• Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request;

Experience required

• Strong account management/service delivery experience within Financial Services;
• Follows up colleagues where their work is important to a customer outcome;
• Demonstrates an ability to cope with protracted high pressure situations;
• Shows respect for colleagues, customers and other stakeholders and is respected by same;
• Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
• Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
• Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
• Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
• Supports colleagues and takes pleasure in their achievements;
• Helps create a positive team culture within the immediate team and more broadly within FNZ;
• Engaging and approachable.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

#J-18808-Ljbffr

Overview

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

Responsibilities

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

Qualifications

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

#J-18808-Ljbffr

Overview NSC Global is currently looking for a Service Delivery Manager to join our growing company. NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information. Position : Service Delivery Manager Job Type : EMEA Hours ONLY This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary. Responsibilities Coordinate all resources of the tower, including offshore teams Orchestrate end-to-end services for involved towers Manage cooperation between towers to ensure the use of standard methods and tools Apply account-specific processes at relevant scopes Evaluate and manage service requests Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents Serve as the escalation point for tower-specific technical teams in service management processes Ensure Root Cause Analysis is performed for tower-specific services Raise problem records when issues are identified Request, assess, and present change requests in the CAB for approval Manage resources for change planning and execution, including testing, approval, and back-out plans Ensure asset management requirements are met within towers Plan CAP at the component level and coordinate with the manager Qualifications College/University degree in IT or 5-7 years of equivalent experience Knowledge of portals, virtualization, applications, databases, or hardware Solution Architect experience (3-5 years), ITIL Foundations, Project Management CRM experience Experience in hardware and software migration (asset) Act as the single interface to all delivery towers Implement relevant policies and standards, including security compliance Manage operational tasks throughout the contract lifecycle Participate in or host service reviews and take appropriate actions Create or validate solution components for limited upselling within scope Understand client, contract, and business priorities Ensure processes are followed within towers #J-18808-Ljbffr

Job Title Service Delivery Manager Location Johannesburg Nature of role Full-time Permanent role Reports to Head of Service Delivery South Africa Role Description Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients. The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams. Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery. The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions. Specific Role Responsibilities Strategy formulation and implementation Identifies and secures additional commercial opportunities with each customer within their remit; Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc; Contributes to the formulation and refinement of the wider FNZ vision and strategy; Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers; Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context. Leadership Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill; Earns respect from colleagues, customers and other professional stakeholders; Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly; Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable; Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders; Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently; Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones; Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation; Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this; Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this; Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff; Drives a service culture with a positive “can do” attitude. Managing Service Delivery Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control; Visits customers on-site monthly or as otherwise agreed; Demonstrates a proven ability to influence and lead the customer where necessary or desirable; Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities; Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required; Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes; Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (Au A, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction; De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes; Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request; Experience required Strong account management/service delivery experience within Financial Services; Follows up colleagues where their work is important to a customer outcome; Demonstrates an ability to cope with protracted high pressure situations; Shows respect for colleagues, customers and other stakeholders and is respected by same; Owns everything impacting the customer, even when immediate responsibility for execution is delegated; Demonstrates high professional standards and a feeling of personal accountability for FNZs performance; Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach; Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate; Supports colleagues and takes pleasure in their achievements; Helps create a positive team culture within the immediate team and more broadly within FNZ; Engaging and approachable. About FNZ FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA). Together with our customers, we help over 20 million people from all wealth segments to invest in their future. #J-18808-Ljbffr

Job Title Service Delivery Manager Location Johannesburg Nature of role Full-time Permanent role Reports to Head of Service Delivery South Africa Role Description Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients. The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams. Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery. The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions. Specific Role Responsibilities Strategy formulation and implementation Identifies and secures additional commercial opportunities with each customer within their remit; Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc; Contributes to the formulation and refinement of the wider FNZ vision and strategy; Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers; Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context. Leadership Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill; Earns respect from colleagues, customers and other professional stakeholders; Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly; Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable; Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders; Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently; Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones; Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation; Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this; Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this; Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff; Drives a service culture with a positive “can do” attitude. Managing Service Delivery Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control; Visits customers on-site monthly or as otherwise agreed; Demonstrates a proven ability to influence and lead the customer where necessary or desirable; Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities; Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required; Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes; Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (Au A, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction; De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes; Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request; Experience required Strong account management/service delivery experience within Financial Services; Follows up colleagues where their work is important to a customer outcome; Demonstrates an ability to cope with protracted high pressure situations; Shows respect for colleagues, customers and other stakeholders and is respected by same; Owns everything impacting the customer, even when immediate responsibility for execution is delegated; Demonstrates high professional standards and a feeling of personal accountability for FNZs performance; Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach; Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate; Supports colleagues and takes pleasure in their achievements; Helps create a positive team culture within the immediate team and more broadly within FNZ; Engaging and approachable. About FNZ FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA). Together with our customers, we help over 20 million people from all wealth segments to invest in their future. #J-18808-Ljbffr

Overview NSC Global is currently looking for a Service Delivery Manager to join our growing company. NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information. Position : Service Delivery Manager Job Type : EMEA Hours ONLY This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary. Responsibilities Coordinate all resources of the tower, including offshore teams Orchestrate end-to-end services for involved towers Manage cooperation between towers to ensure the use of standard methods and tools Apply account-specific processes at relevant scopes Evaluate and manage service requests Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents Serve as the escalation point for tower-specific technical teams in service management processes Ensure Root Cause Analysis is performed for tower-specific services Raise problem records when issues are identified Request, assess, and present change requests in the CAB for approval Manage resources for change planning and execution, including testing, approval, and back-out plans Ensure asset management requirements are met within towers Plan CAP at the component level and coordinate with the manager Qualifications College/University degree in IT or 5-7 years of equivalent experience Knowledge of portals, virtualization, applications, databases, or hardware Solution Architect experience (3-5 years), ITIL Foundations, Project Management CRM experience Experience in hardware and software migration (asset) Act as the single interface to all delivery towers Implement relevant policies and standards, including security compliance Manage operational tasks throughout the contract lifecycle Participate in or host service reviews and take appropriate actions Create or validate solution components for limited upselling within scope Understand client, contract, and business priorities Ensure processes are followed within towers #J-18808-Ljbffr

PURPOSE OF THE ROLE

The Service Delivery Manager will be involved in a variety of tasks to provide a high level of service delivery to new clients and create long-term client relationships for the existing portfolio of clients. Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.

MAIN FUNCTIONS OF THE JOB

Service Delivery Manager

• Manage a portfolio of clients
• Build strong and positive relationships with clients at various levels
• All Service Level Agreements to be maintained and reported on according to set business parameters
• Build and document CRM knowledge about the client’s offerings at Teraco
li>Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
• Have a full understanding and operating of Teraco CRM to enable reporting on services per client
• Escalation point on allocated clients
• Project manage all client installations
• After hours co-ordination and activation of client services and products when required

SKILLS REQUIREMENT

• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
Ability to work independently & a positive team player
• A comprehensive understanding of network  and data centre industry
• Excellent written and verbal communication skills
• Ability to communicate at all levels of the business
• To be able to communicate professionally in English (reading/understanding, spoken, written)
• Excellent problem solving and organisational skills.
• Meticulous and analytical with a high attention to detail
• Excellent documentation skills and report writing 

QUALIFICATIONS AND EXPERIENCE

• Matric Qualification
• Business Diploma / Minimum 5 years’ experience in similar role (full ownership and management of client operational relationship)
li>Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures will be an advantage
• ITIL Foundation certification preferred