Service Delivery Manager – Job Opportunity (2026)
A vacancy is available for the position of Service Delivery Manager. The role focuses on ensuring efficient service delivery to contract clients, maintaining strong client relationships, and ensuring services meet agreed performance standards.
Job Title
Service Delivery Manager
Core Responsibilities
The Service Delivery Manager will be responsible for overseeing service delivery operations and ensuring that client services are delivered efficiently and according to agreed standards. Key responsibilities include:
- Managing service delivery for contract clients and ensuring services meet agreed standards.
- Monitoring and continuously improving service delivery performance.
- Maintaining strong client relationships and ensuring high levels of customer satisfaction.
- Managing service delivery tools, systems, and reporting mechanisms.
- Preparing and submitting regular service delivery reports to management.
Key Duties
The successful candidate will perform a wide range of operational and client-focused duties, including:
- Overseeing call centre operations and ensuring proper logging, handling, and closure of client calls within agreed Service Level Agreements (SLAs).
- Training and guiding staff on effective call management and customer handling.
- Providing regular updates to clients on the status of service requests.
- Leading and motivating the service team to maintain high performance standards.
- Preparing weekly and monthly service reports for management review.
- Developing proactive solutions to prevent recurring service issues.
- Leading meetings with clients, representing the service team, and maintaining meeting minutes.
- Maintaining effective communication with internal support teams.
- Managing service schedules and monitoring service delivery activities.
- Mediating and resolving service-related issues.
- Monitoring contract expiries and coordinating timely renewals.
- Handling correspondence related to service delivery activities.
- Monitoring services provided in upcountry locations.
- Preparing and submitting monthly service reports.
- Ensuring service tools and resources are available for service teams.
- Maintaining service contracts and maintenance records.
- Assigning account managers for maintenance clients and supervising their activities.
- Reviewing service logs and confirming completion of services with proper documentation.
- Ensuring technicians prepare service reports upon completion of tasks.
- Reviewing reports from account managers and escalating issues when necessary.
- Conducting client visits and meetings for AMC (Annual Maintenance Contract) clients.
- Coordinating AMC activities and ensuring quality service delivery.
- Monitoring daily maintenance activities and gathering feedback from engineers on completed tasks.
- Ensuring proper logging and follow-up of complaints, service requests, quotations, and surveys.
- Following up on tasks assigned to other teams and ensuring client responses are provided within 8 hours.
- Tracking service statistics such as complaints, requests, and response times.
- Communicating with clients regarding equipment readiness or delays.
- Coordinating transport for service teams when required.
Expected Competencies
The ideal candidate should demonstrate the following competencies:
- Ability to improve service delivery processes and performance.
- Effective management and monitoring of service calls and requests.
- Strong communication and collaboration skills when working with clients and internal teams.
- Proactive problem-solving abilities and service improvement initiatives.
- High levels of dedication, responsibility, and creativity in executing duties.
Key Performance Targets
The Service Delivery Manager will be expected to achieve the following targets:
- Delivery of high-quality services to clients.
- Timely response and completion of service requests.
- Timely renewal of service contracts.
- Increased interaction and engagement with clients.
Education and Qualifications
Applicants should meet the following requirements:
- Bachelor’s Degree in Business Administration, Information Technology, Engineering, Customer Service Management, or a related field.
- Minimum 3–5 years of experience in service delivery management, customer service management, or a related operational role.
- Strong knowledge of service management processes, client relationship management, and service reporting systems.
- Proficiency in Microsoft Office applications and service management tools.
- Strong leadership, communication, and problem-solving skills.
How to Apply
Interested candidates should submit their application letter and updated CV to the following email addresses:
Applicants are advised to clearly indicate “Service Delivery Manager” in the email subject line when submitting their applications.
