Service Delivery Manager

Service Delivery Manager About Us: At YAVICA, people are at the heart of everything we do. Founded in 2017 by a group of industry experts and tech enthusiasts, we have grown into a diverse and talented team from across the globe. Spanning Asia, Europe, and North America, we combine our unique perspectives and skills with a shared mission: to provide the best end-to-end business solution for real estate visionaries. Our solutions are embedded in Microsoft Dynamics 365, leveraging its power to deliver innovative, scalable, and efficient tools for the real estate industry. What makes YAVICA different? It’s our people. Here, every voice matters, and we support each other in achieving great things. We’re passionate about the real estate industry and the technology that fuels it, and we’re excited about the future as we continue to grow together. About the role: We are seeking an experienced and customer‑focused Service Delivery Manager to join our global Support Services team. In this role, you ensure delivery excellence across the full customer lifecycle by owning the operational relationship, driving proactive service improvement, and enabling customers to get the best value from their YAVICA solutions. As the primary point of contact (SPOC), you are accountable for service outcomes, customer satisfaction, and the quality of our support delivery. You will lead a team of support consultants, ensuring strong planning, consistent execution, and a forward‑looking, proactive approach to service management. Reporting to the Director of Support Services, this role is key to maturing and scaling YAVICA's world‑class global support operations. Key Responsibilities: Leadership & People Management · Provide strong leadership and day‑to‑day line management for Consultants and Team Leads. · Foster a collaborative, high‑performance culture across the support organisation. · Encourage continuous skill development and support team members in their professional growth. · Ensure effective workload management, utilisation tracking, and performance development across the team. · Drive team development initiatives that build shared behaviours, capabilities, and modern support‑delivery practices aligned across the SDM team. · Lead a mindset shift toward proactive, ownership‑driven service delivery, empowering the team to anticipate needs rather than react to issues. Commercial, Strategic & Customer Relationship Leadership · Identify and nurture commercial opportunities within existing accounts, providing input on scope, estimates, and service design where relevant. · Act as the primary operational partner for customers, ensuring strong alignment with service agreements and maintaining trusted, proactive relationships. · Provide strategic insights based on customer usage, performance trends, and operational data, helping customers maximize value from their YAVICA solutions. · Lead governance with customers through structured meetings, reporting, documentation, and performance reviews. · Collaborate cross‑functionally to resolve escalations and customer challenges quickly, transparently, and collaboratively. · Bring customer feedback and service performance insights into YAVICA’s continuous improvement and product evolution. Service Delivery Excellence · Own the quality and consistency of service delivery across your customer portfolio, ensuring SLA/OLA adherence and high customer satisfaction. · Continuously evaluate service performance and drive improvements through data‑driven insights, trend analysis, and proactive problem management. · Ensure all ITIL‑aligned processes (Incident, Problem, Change, Request, Release) are followed effectively and improved over time. · Maintain high standards for documentation, service governance, and internal compliance across the support organization. · Support the evolution of YAVICA’s global support model by contributing to process maturity, tooling improvements, and scalable delivery practices. · Promote a proactive service culture by identifying patterns, reducing recurring issues, and driving structured service‑improvement initiatives. You Might Be a Great Fit If You Have · Excellent communication skills in both Danish and English, with the ability to build strong, trusting relationships across regions, cultures, and time zones. · Experience in IT support and service delivery, ideally within Microsoft Dynamics, and solid understanding of ITIL practices across Incident, Problem, Change, and Release Management. · Proven leadership and collaboration capabilities, with the ability to motivate, guide, and influence diverse teams — and work closely with fellow SDMs to ensure consistent, proactive, and customer‑centric service delivery. · Strong organizational and prioritization skills, enabling you to manage multiple parallel tasks while maintaining high quality, structure, and clarity under pressure. · A proactive, curious, and growth‑oriented mindset, combined with the ability to adapt quickly in a fast‑paced, multicultural environment and drive continuous improvement together with the broader SDM team. Do you share our core values? Empathy - People are the backbone of our business. We want to foster a healthy and supportive culture internally as well as in our and partner relations. Integrity - We do the right thing — also when no one is watching. We are admired and respected for our commitment to follow through and doing what is right, not necessarily easy. Consistency - As a global company, it’s important to us that all our stakeholders experience consistency in everything we do and all that we are. Transparency - We are committed to openness in all situations – even when we fail. We believe in clear communication in due time and taking responsibility for our actions and our products. Respect - We demonstrate respect in all our interactions and address and resolve matters in a positive and constructive way. What we offer: At YAVICA, we care deeply about creating an environment where people thrive, both personally and professionally. Here’s what you can look forward to as part of our team: · Work-life harmony: We offer flexibility to help you balance your work and personal life in a way that works best for you. · Hybrid working: Whether you’re collaborating in the office or focusing from home, our hybrid work model empowers you to do your best work, wherever you are. · Collaborative culture: No micromanagement here. We trust our team members and value everyone’s input. Your ideas and contributions matter. · Growth opportunities: We’re invested in your development. Enjoy opportunities for training, skill-building, and career progression as YAVICA continues to grow. · The tools to succeed: You’ll receive all the equipment you need to excel - from hardware to software, we set you up for success. · Time to recharge: Paid time off isn’t just a perk; it’s essential. Take the time you need to rest, explore, and come back refreshed. At YAVICA, we celebrate individuality and diversity, committed to fostering a workplace where everyone is valued, regardless of background, identity, or ability. Join us in creating something extraordinary together. Department Operations Role Service Delivery Manager Locations South Africa Remote status Hybrid South Africa About YAVICA We’re more than 200 passionate members of the YAVICA team spread across offices worldwide from Asia to Europe to North America. Our organisation consists of multiple nationalities and age variety which forms a dynamic team filled with great competencies and personalities, but all passionate about the real estate industry and the technology that fuels it.