Service Delivery Manager – Remote

Job Ad & Profile Description
Position : Service Delivery Manager – Remote
We are looking for a proactive and results-driven Service Delivery Manager to oversee the delivery of high-quality services to our clients. In this role, you will be responsible for maintaining strong client relationships, ensuring service excellence, and continuously improving our service delivery processes to meet and exceed client expectations.

Key Responsibilities:

Lead the planning, implementation, and delivery of services according to contractual agreements and service-level standards.

Serve as the primary point of contact for clients regarding service performance, escalations, and improvements.

Monitor, track, and report on service delivery performance metrics, taking action to address service issues promptly.

Collaborate with internal teams (operations, support, sales, IT) to ensure smooth service execution and customer satisfaction.

Identify areas for service improvement and drive initiatives for process optimization, cost efficiency, and enhanced client value.

Manage service delivery staff, including resource planning, task allocation, and performance management.

Conduct regular service reviews with clients, presenting performance reports and improvement plans.

Ensure compliance with company policies, regulatory standards, and client-specific requirements.

Support business development by identifying opportunities for service expansion within existing accounts.

Required profile for job ad : Service Delivery Manager – Remote
Requirements:

Bachelor’s degree in Business Administration, Information Technology, or a related field.

5+ years of experience in service delivery management, operations management, or client success roles.

Proven ability to manage service teams and build strong relationships with clients.

Strong organizational skills with the ability to manage multiple priorities.

Excellent communication, negotiation, and problem-solving skills.

Experience working with service-level agreements (SLAs) and key performance indicators (KPIs).

Proficiency in service management software (e.g., ITSM tools) and Microsoft Office Suite.

Preferred Qualifications:

ITIL Foundation Certification (or higher) is highly preferred.

Experience in [industry-specific fields, e.g., IT services, healthcare services, facilities management].

Project management experience or certification (PMP, PRINCE2) is an added advantage.

What We Offer:

Competitive salary with performance incentives

Opportunities for career growth and leadership development

A collaborative and supportive work environment

Flexible working conditions and a focus on work-life balance

Job criteria for job ad : Service Delivery Manager – Remote

Job category : HR, training – Management – Marketing, communication

Industries : Advice, audit, accounting – Banking, insurance, finance – Education, training – IT, software engineering, Internet – Marketing, communication, media

Employment type : Permanent contract

Region : Gaborone

City : Remote

Remote work : Yes

Experience level : More than 10 years

Educational level : Master

Spoken language : english > fluent

Number of Position(s) : 4

Team management : Yes

Team Management

Talent Acquisition

Business Development

HR Training

Leadership

Operations Management

Management

Compliance

Planning

Communication

Business Administration

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