Service Delivery Manager – SA

Entersekt

Service Delivery Manager driving client satisfaction and operational improvements in a digital security company. Advocating for clients' needs and ensuring service quality and compliance.

Posted 6/15/2026full-timeRemote • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSPrometheusPythonSQLTableau

About the role

Key responsibilities & impact

Act as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance.
Monitor delivery quality, resolve issues, and implement improvements at both operational and product levels.
Build trust within the client’s organisation through proactive communication and governance.
Manage client expectations and ensure alignment with service offerings.
Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns.
Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience.
Develop and track that all services meet agreed SLAs and KPIs, reporting any deviations to clients and management.
Identify opportunities for process improvements and implement changes to enhance service delivery quality.
Regularly monitor, analyse, and report on service delivery metrics.
Drive and contribute in compliance requirements and questionnaires raised by clients.
Support contract renewals, negotiating service terms.
Coordinate and oversee the resolution of incidents.
Lead response efforts during service disruptions.
Liaise with business, product and development stakeholders to ensure smooth client product rollouts.
Oversee the implementation of product updates or service changes.

Requirements

What you’ll need

Bachelor's Degree or equivalent.
5 Years of experience or more in managing relationships as a SDM or similar role, including contract negotiation, performance evaluation, and issue resolution. (Essential)
Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided meet or exceed agreed-upon standards.
Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential)
Analytical and problem-solving abilities to address service delivery issues and optimise performance.
Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives.
Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential)
Project Management experience to plan, organise, and coordinate teams, timelines, and deliverables.
Strong verbal communication skills and the ability to influence team members and stakeholders.
Experience in creating and delivering reports and presentations to clients.
Experience with Hosted or SaaS offerings preferable in an AWS environment.
Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce environment (beneficial).
Experience in a range of Authentication Products (In-App Auth, Fido, NIUSSD etc.) (beneficial)
Experience in Mobile Application and SDK support to clients (beneficial).
Expertise in Salesforce (beneficial).
Experience in Reporting tools like PowerBI, Tableau or similar.
Experience in Monitoring and Fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix.
Experience accessing and manipulating data using SQL or Python (beneficial).

Benefits

Comp & perks

Flexible working hours
Remote work opportunities
Growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service delivery managementcontract negotiationperformance evaluationincident managementproblem resolutionservice level agreements (SLA)project managementdata analysisSQLPython

Soft Skills

analytical skillsproblem-solvingleadershipcommunicationcollaborationinfluencingclient advocacytrust buildingproactive communicationstakeholder management

Certifications

Bachelor's DegreeITIL