Service Delivery Manager

RooCru is working with a UK-based client to hire an experienced Service Delivery Manager to join their team remotely from South Africa.

Role Title: Service Delivery Manager

Hours: Full-time (UK hours)

Location: Remote

Rate: R45,000 - R55,000 per month (dependent on experience)

This role sits at the intersection of technology, client service and operational performance. You'll be responsible for helping the business understand how effectively its services are being delivered, ensuring commitments to clients are being met and giving internal teams better visibility through high-quality reporting.

It's a new position within the business, so there is plenty of scope to make an impact. Rather than simply following existing processes, you'll help develop a more structured approach to SLAs, performance monitoring, reporting and service reviews.

You'll work with several areas of the business and regularly communicate with both internal stakeholders and external partners. We're therefore looking for someone who is equally comfortable analysing performance data, producing reports and discussing service issues with clients and senior stakeholders.

Responsibilities

• Take ownership of service performance monitoring across a portfolio of clients and partners
• Track SLAs and other key service metrics, highlighting areas requiring attention
• Build clear dashboards and reports that give stakeholders visibility of service performance
• Turn operational data into useful insights and recommendations
• Prepare information for client reviews, leadership meetings and governance discussions
• Work closely with technology and commercial teams to resolve service issues and improve delivery
• Build strong working relationships with internal teams, clients and external partners
• Identify recurring service issues and coordinate actions to address their underlying causes
• Improve the quality and consistency of data used for service reporting
• Look for opportunities to reduce manual reporting through better processes and automation
• Help establish practical standards for service reviews, reporting and performance management
• Track agreed actions and ensure service-related commitments are followed through

Requirements

• Strong experience managing SLAs, service performance and operational KPIs
• A good understanding of ITIL and IT service management practices
• Experience working in SaaS, managed services, financial services or another technology-led environment
• Strong client and stakeholder management skills
• Experience presenting service performance to senior stakeholders or customers
• Excellent analytical skills and confidence working with operational data
• The ability to spot trends and identify where service delivery can be improved
• Strong written communication and presentation skills
• Experience with Excel and business intelligence/reporting platforms such as Power BI or ThoughtSpot

Interested in applying?

Simply click the link below to apply online today:

https://roocru.co.uk/jobs/posted/25c9d55a-5af5-434f-b35b-4242859e0735