Service Delivery Manager (Nigeria)

The Service Delivery Manager at SWATX is responsible for ensuring the effective and efficient delivery of services to our clients. This role entails managing service delivery operations, collaborating with cross-functional teams, and maintaining high levels of customer satisfaction. The ideal candidate will have a solid background in service management, exceptional problem-solving skills, and a proactive approach to enhancing service delivery.

Key Responsibilities:

• Oversee the entire service delivery process, ensuring that all services meet established SLAs (Service Level Agreements).
• Act as the primary contact for clients regarding service delivery issues, promoting strong customer relationships.
• Lead and coordinate service management activities across various departments to ensure seamless service operations.
• Monitor service performance metrics and drive improvements to enhance service efficiency and quality.
• Implement and maintain best practices in service delivery, including incident management and change management.
• Support the development and training of team members to improve service delivery capabilities.

Team Collaboration:

• Work closely with internal teams such as IT, Operations, and Customer Support to facilitate the successful delivery of services.
• Participate in service review meetings with clients to discuss service effectiveness and areas for improvement.

Requirements

Qualifications:

• Bachelor's degree in Business Administration, IT, or a related field.
• 5+ years of experience in service delivery management or a related role.
• Strong knowledge of service management frameworks such as ITIL.
• Exceptional communication and interpersonal skills to manage client relationships.
• Proven ability to lead and work collaboratively with diverse teams.
• Excellent analytical and problem-solving skills.
• Proficiency in project management tools and service management software.

Preferred Skills:

• Experience working in a technology or IT services environment.
• Familiarity with cloud services and solutions.
• Certification in ITIL or similar frameworks.