We are the foremost bank-independent Payment Services Provider (PSP) in Southern Africa and process volumes in excess of 2 billion transactions per annum. We play a vital role in the payment ecosystem, consistently delivering quality solutions to our customers. We service multiple industries including major retailers, financial institutions and companies looking to extend their payment services requirements securely and on time. Our aim is to remove the complexities of doing business while providing real value. We have an impeccable track record and are able to deliver innovative solutions that are tailor-made to suit diverse business needs, while at the same time ensuring that the regulatory requirements are taken care of.<\/p>\n
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Job Title: Customer Service Delivery Manager<\/strong> Job Summary:<\/strong> Requirements: <\/strong> Service Management:<\/strong> Service Management:<\/strong> Technical:<\/strong> Performance and Quality:<\/strong> Documentation:<\/strong> Team Management:<\/strong> Self-Management:<\/strong>
\nReference #:<\/strong> 4
\nContract Type:<\/strong> Permanent
\nLocation:<\/strong> Cape Town, Western Cape, South Africa<\/p>\n
\nThe Customer Service Delivery Manager oversees a number of key functions that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the service delivery team to achieve those expectations to a high standard.<\/p>\n
\nRESPONSIBILITIES:<\/strong><\/p>\n
\nMaintain high performing service support functions including and Customer.
\nService Desk, Desktop Support and VIP Support.
\nOwner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
\nAs owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
\nMonitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
\nBe accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.<\/p>\n
\nPromote visibility both internally and externally of systems and services in the capacity both of their functional and measurable objectives and achievements to ensure overall improvement and adherence to quality of delivery of contracted services.
\nDrive internal and third-party service review meetings covering performance, service improvements, quality and processes.<\/p>\n
\nWork with the Customer Service and Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting.
\nEnsure a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.<\/p>\n
\nMake recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
\nWork with internal and third party teams to ensure actions are taken and completed to protect and improve services.
\nProvide regular and accurate management reporting on IT Service performance.
\nInterrogate monthly analytics and other data in order to make business and technical recommendations to customers and internal employees.
\nEnsure effective dialogue between business and IT role players.<\/p>\n
\nEnsure delivery of SLA and operational engagement models in order to ensure that IT adheres to contracted work and measured against deliverables.
\nObtain agreements and sign off any changes to be processed by stakeholders.<\/p>\n
\nThrough effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.
\nRole model behavior and motivate team members in line with the core values.
\nTake full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management: Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.<\/p>\n
\nFollow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
\nDemonstrate consistent application of internal procedures.
\nPlan and prioritise, demonstrating abilities to manage competing demands.
\nDemonstrate abilities to anticipate and manage change.
\nDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.<\/p>\n