Service Delivery Manager

The Regional Service Delivery Manager oversees Managed Print Services (MPS) within a specified region. This role involves managing service teams, ensuring customer satisfaction, optimizing operations, and driving continuous improvements. Strong leadership, project management, and technical skills are essential to enhance MPS offerings.

KEY RESPONSIBILITIES:

• Service Delivery Management: Oversee MPS delivery, ensuring SLA and KPI adherence, and identifying improvements.
• Customer Relations: Serve as the primary contact for key clients, addressing issues, maintaining relationships, and conducting performance reviews.
• Team Leadership: Lead, mentor, and develop the service delivery team, providing feedback and growth plans.
• Operational Efficiency: Optimize processes, implement best practices and SOPs to enhance efficiency and reduce costs.
• Incident & Problem Management: Resolve service-related incidents, conduct root cause analysis, and implement preventive measures.
• Project Management: Manage new MPS projects, ensuring timely delivery within budget through cross-functional coordination.
• Compliance & Security: Enforce compliance with standards and regulations while safeguarding client data.
• Continuous Improvement: Drive initiatives to enhance delivery quality and efficiency, staying updated with industry trends.

Requirements:

• Bachelor's degree in business/IT/Engineering; certifications (e.g., ITIL, PMP) are a plus.
• 5–8 years of service delivery/program management experience, managing large-scale service contracts with enterprise clients.
• Experience with regional/multi-country operations, cross-functional teams, equipment lifecycle, SLAs, and service reporting.
• Strong IT service management and project management skills with experience in complex transitions and optimizations.
• Skilled in managing vendors, partners, and senior stakeholders with strong interpersonal and communication skills.
• Proven commitment to customer satisfaction and continuous service improvement, with the ability to resolve escalated issues efficiently.

This is a 2-year contract role.

Apply now if this sounds like the challenge and opportunity you’ve been waiting for.

EA Reg No.: R23114633