Service Delivery Manager - JHB at Giesecke+Devrient

PURPOSE OF THE JOB:

• Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
• Handle external and internal customer escalations.
• Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
• Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve customer excellence.
• Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
• Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service

KEY RESPONSIBILITIES AREAS (DUTIES & RESPONSIBILITIES):

Delivery backlog management

• Manage the service delivery and support backlog (traditional SCRUM ‘product backlog’ applied to services support requests)

Communication

• Pro-actively update internal and external stakeholders on the status of support requests.
• End-to-end management of customer escalations and complaints.
• Daily stand-up and weekly retro-active with delivery teams to ensure efficient management of the services backlog.

Reporting

• Steer the optimization and sharing of service delivery dashboards and task boards that allow all stakeholders to have a transparent view of current and historic service delivery performance.

PROFESSIONAL EXPERIENCE:

• Minimum of 5 years in Service Delivery Management
• Excellent communicator: able to defuse customer dissatisfaction and drive team members to provide results.
• Strong team player, able to drive different teams to deliver the desired outcomes. Engage the correct team(s).
• Able to summarize data and present it in an easy-to-digest and convincing format.

MINIMUM ACADEMIC QUALIFICATION:

• Completed BCom degree

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of service management framework
• Must have a strong understanding of service management
• Effective communication is essential 
• Ability to build and maintain strong relationships with clients
• Strong leadership skills
• Ability to interact directly with customers
• Excellent customer relations
• Must make critical decision making to ensure service delivery