Vacancy - Service Delivery Manager (SDM) - Dec 2021

Role Reports directly to the Head of Sales & Marketing and forms part of the Sales Leadership Team. 

Duties & Responsibilities:

• Manage client expectations – operational and commercial
• Create and manage Client based on plan(s)
• Ensure the timeous signing of Master Service Agreement 
• Ensure client satisfaction through the successful meeting of all SLA's
• Create and foster strong professional relationships at all levels within the client environment
• Management oversight of resources for ad hoc, project or SLA work
• Conduct client service review meetings as per the agreed frequency
• Facilitate communication between clients, technical teams and 3rd party providers
• Manage Client escalations and problem resolution
• Identify opportunities to improve the clients' efficiencies through the introduction of additional product & service offerings
• Assist with the coordination & submission of professional tender responses, proposals and quotes
• Assist with the go to market strategy and collaborate with all internal company stakeholders 
• Ensure that Salesforce is update with Client activities
• Monitor and investigate breaches in performance or quality
• Assist in all client financial queries including collection of outstanding invoices

Requirements:

1. Degree/National Diploma in Business/Accounting/ Administration or related field
2. Minimum 4 years in Sales/Client service/Business Experience 
3. Preferred experience in Account Management 
4. Commercially competent 
5. Self-starter able to prioritize given responsibilities  and problem solving skills
6. Good planning skills with an ability to work under pressure & tight deadlines
7. Excellent time management skills and ability to multitask in non-routine environment
8. Good written and verbal communication skills
9. Knowledge of office management responsibilities, systems, and procedures
10. Good understanding of the Local Government landscape and the ICT systems
11. Strong technical and business skills. 
12. Proficiency in MS Office and CRM software (e.g. Salesforce)
13. Ability to travel & have a driver’s licence & reliable transport

To be considered, your application must be able to match the essential criteria.
Should you be interested in applying for this role, please send a concise CV to [email protected]