Entersekt is hiring a Service Delivery Manager to be a primary client advocate, driving product performance and adoption to achieve high customer satisfaction. You will monitor services delivered to clients and take action to enhance both product and operational delivery.
What You'll Do
- Serve as the primary point of contact for clients, ensuring their expectations align with service offerings.
- Conduct regular service reviews with clients to discuss performance, identify improvements, and address concerns.
- Monitor client satisfaction metrics, handle complaints, and proactively address issues.
- Develop and track that all services meet agreed SLAs and KPIs, reporting any deviations.
- Identify and implement opportunities for process improvements to enhance service quality.
- Analyze and report on service delivery metrics, identifying trends or issues.
- Drive compliance requirements and questionnaires raised by clients regarding the Product.
- Support contract renewals, negotiating service terms to meet business and client needs.
- Coordinate and oversee the resolution of incidents, ensuring timely response and client communication.
- Lead incident review sessions with internal teams, set improvement plans, and discuss RCAs with clients.
- Lead response efforts during service disruptions, maintaining communication and coordinating with technical teams.
- Liaise with business, product, and development stakeholders to ensure smooth client product rollouts.
- Oversee the implementation of product updates or service changes, managing client communication and support.
- Act as an escalation point for complex technical issues, coordinating with engineering and hosting teams.
- Develop and document efficient, scalable service delivery processes aligned with best practices.
- Create and maintain SOPs to ensure consistency and facilitate team training.
- Identify areas for automation within service delivery to increase efficiency.
- Provide regular updates to senior management on performance, issues, and initiatives.
- Design and scope dashboards and reports highlighting key service metrics.
- For new implementations, update stakeholders on progress and ensure smooth transition to operations.
- Work with account management and sales teams to support client product adoption and growth.
- Develop strategies to enhance the long-term quality and scalability of the service delivery and operations teams.
What We're Looking For
- Bachelor's Degree or equivalent.
- 5+ years of experience in managing relationships as a Service Delivery Manager or similar role, including contract negotiation and issue resolution.
- Extensive experience in developing, negotiating, and managing SLAs.
- Strong background in managing and resolving incidents related to clients or third-party services.
- Deep understanding of service management principles and frameworks like ITIL.
Nice to Have
- Experience with Hosted or SaaS offerings, preferably in an AWS environment.
- Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce.
- Experience with a range of Authentication Products (In-App Auth, Fido, NIUSSD).
- Experience in Mobile Application and SDK support to clients.
- Expertise in Salesforce.
- Experience in reporting tools like PowerBI, Tableau or similar.
- Experience in monitoring tools like Opsgenie, Prometheus, Kibana, Zabbix.
- Experience accessing and manipulating data using SQL or Python.
Technical Stack
- Salesforce, PowerBI, Tableau, Opsgenie, Prometheus, Kibana, Zabbix, SQL, Python
Team & Environment
You will liaise with business, product, and development stakeholders and coordinate with engineering and hosting teams. You will be exposed to new technology and work with colleagues who are leaders in their fields.
Benefits & Compensation
- Flexible hours
- Remote work
- Plenty of growth opportunities
Work Mode
This role is remote and open to candidates based in South Africa, specifically Stellenbosch and Cape Town.
We are committed to building an inclusive and diverse workforce that reflects the global communities we serve. For all South Africa-based roles, preference will be given to candidates from historically disadvantaged groups, in accordance with local Employment Equity objectives.
