Service Delivery Manager at Old Mutual

Job Description

• This role is responsible for the management of third-party service provider outcomes, ensuring contractual obligations are met, including service delivery monitoring, SLA compliance, and vendor performance management.  Acting as a key link between service providers and internal stakeholders, supporting continuous improvement, cost-efficiency, and alignment to business needs.  This job is a manager of self, expected to perform with minimal supervision.
• As a Service Delivery Manager, your presence on-site (5 days a week) is key to maintaining strong visibility, fostering collaboration with operational teams, and ensuring quick, effective resolution of service issues.

Key Result Areas

• Operationalise and manage a portfolio of contracts covering facilities, catering, property, security, cleaning, and travel.
• Monitor and report on contractual obligations, ensuring SLA compliance and escalation of issues when required.
• Manage vendor performance through regular reviews, issue resolution, and performance tracking.
• Act as a liaison between service providers and internal stakeholders to ensure service delivery expectations are met.
• Support ongoing improvements to contract execution, service delivery processes, and cost-efficiency initiatives.
• Ensure alignment of service delivery outcomes with business requirements.

Requirements: Skills, Qualifications, Experience required 

• Relevant tertiary qualification in Facilities Management, Business Administration, or related field.
• Minimum 5-6 years’ experience General Facilities management (contract management, vendor management, or service delivery support).
• Proven track record in monitoring and managing SLAs, vendor performance, and service delivery in a facilities or operations context.
• Minimum 3 years’ strong stakeholder management experience and communication skills.
• Reporting & Compliance experience essential.
• Ability to work independently, with attention to detail and a solutions-focused mindset.

Competencies:

• Contract & Service Management – Ability to operationalize contracts, monitor performance, and ensure SLA adherence.
• Stakeholder Engagement – Builds strong relationships with internal and external stakeholders to ensure effective service delivery.
• Analytical Thinking – Uses data and insights to track performance, identify gaps, and recommend corrective actions.
• Problem Solving – Proactively identifies service delivery issues and implements solutions.
• Continuous Improvement Orientation – Focuses on efficiency, effectiveness, and enhancing value in service contracts.
• Self-Management – Works with minimal supervision, managing own outputs and priorities effectively.

Skills

• Action Planning, Contract Administration, Contract Management, Data Controls, Data Management, Executing Plans, Financial Acumen, Global Procurement, Negotiation, Oral Communications, Presenting Solutions, Procurement Management, Project Procurement Management, Supply Chain Management Software

Competencies

• Business Insight
• Communicates Effectively
• Drives Results
• Ensures Accountability
• Financial Acumen
• Manages Complexity
• Persuades
• Plans and Aligns

Education

• BA: Business Administration

Closing Date

• 27 September 2025