A leading company in the telecommunications industry is seeking an experienced Service Delivery Manager to oversee the end-to-end delivery of managed services. This role is crucial in ensuring customer satisfaction, optimizing service operations, and aligning service offerings with client needs. The ideal candidate will act as a bridge between clients, technical teams, and vendors to maintain high service standards and drive continuous improvement.
Key Responsibilities
- Oversee the delivery and management of Zero Trust Network Access (ZTNA) solutions and web application security services to clients.
- Serve as the primary point of contact for clients, ensuring effective communication and prompt resolution of service-related issues.
- Monitor service performance metrics, proactively identify areas for improvement, and implement corrective measures.
- Ensure adherence to service-level agreements (SLAs) and compliance with contractual obligations.
- Work closely with project managers, technical specialists, and vendors to ensure seamless service implementation and execution.
- Conduct regular service reviews and present performance reports to clients, providing insights and recommendations for enhancement.
Minimum Requirement
- Proven experience in service delivery management, project management, or customer success within a technology-driven environment, preferably in telecommunications or IT services.
- Strong understanding of cybersecurity solutions, including ZTNA (Zero Trust Network Access) and web application security.
- Excellent leadership, communication, and problem-solving skills to effectively manage teams and client expectations.
- Hands-on experience managing customer relationships, technical service teams, and third-party vendors.
- Industry certifications such as ITIL, PMP, or equivalent would be highly beneficial.
Job Type:
- Contract
Workplace type:
- Hybrid
Location:
- Johannesburg, South Africa
Experience Level:
- Senior level
Please email Amanda Mjali at amanda.mjali@paracon.co.za