We’re looking for a results-driven Head of Service Delivery to lead our client-facing teams. If you’re a strategic thinker with strong leadership and technical skills, this is your opportunity to make a meaningful impact.
The Head of Service Delivery needs to ensure the efficient and seamless delivery of services to clients whilst maintaining high standards of quality, performance, and customer satisfaction. This role is critical for aligning the organization’s service offerings with client requirements, driving operational efficiency, and ensuring that service levels meet or exceed agreed-upon standards. In addition, the Head of Service Delivery needs to ensure business growth and development.
Qualifications and experience required:
- A three (3) year relevant IT Degree or Diploma
- 5 years of relevant experience
Soft skills required:
- Proactive and result orientated individual
- Excellent communication and relationship building skills
- Strong negotiation and conflict resolution skills
- Ability to manage time and prioritise tasks
- Open-minded and resilient
- Critical thinker and sound decision maker
- Visionary leadership skills
- Ability to adapt to and welcome change
- Ability to understand customer requirements and ensure that the services align to the requirements
Core values:
- Quality
- Ethical Operations
- Innovation
- Customer Satisfaction
Technical Skills and Systems:
Proficiency with CRM and ERP systems
Duties and Responsibilities (not limited to the below):
- Overseeing the end-to-end delivery of services, ensuring that the services align with the quality, time, and budget constraints.
- Defining and managing service level agreements (SLAs) and key performance indicators (KPIs).
- Ensuring that client requirements are met with the highest standards of customer service.
- Building and maintaining strong relationships with clients, acting as the key point of contact.
- Regularly reviewing client feedback and satisfaction, making the required adjustments to improve services.
- Managing escalations and resolving client issues promptly.
- Implementing and monitoring service delivery processes to ensure efficiency and consistency.
- Continuously improving operations to optimize service delivery through process improvements or technology adoption.
- Ensuring compliance with regulatory and contractual obligations.
- Leading, coaching, and developing the services, field services, HSE and PM departments and staff.
- Setting clear goals and objectives for the team, monitoring performance, and providing regular feedback.
- Fostering a culture of continuous improvement, collaboration, and accountability within the team.
- Managing budgets related to the service delivery operations (utilisation).
- Ensuring that resources, including personnel, are allocated effectively to meet service demands.
- Overseeing the procurement of necessary tools and systems to support service delivery.
- Identifying risks in service delivery and implementing strategies to mitigate the risks.
- Ensuring that any disruptions are handled effectively, and business continuity plans are in place.
- Producing regular reports around service performance, including adherence to SLAs, client satisfaction, and operational efficiency.
- Presenting performance metrics to the Regional Executive.
- Collaborating with other departments (e.g., IT, sales, operations) to ensure seamless service delivery.
- Working with sales teams to understand future client needs and prepare the delivery team accordingly.
- Stay up to date with industry trends and incorporating new technologies to improve service delivery.
- Leading or participating in projects aimed at enhancing service capabilities or expanding service offerings.
Employment Type:
Permanent position.
Remuneration Package:
Market related based on the candidate’s qualifications and experience.
Working Location:
In office position based in Gauteng.
