Purpose of Job:
The Service Delivery Manager oversees the initial delivery of services to clients while making sure the service delivery levels are effective. The incumbent provides a link among projects, programs, customers and resources. The most vital aspect of service delivery is communication because the manager has to communicate clearly with clients and other managers with regard to projects, programs and delivery of services. The Service Delivery Manager is accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity, initial service delivery reliability and customer satisfaction.

Essential Duties and Responsibilities:
• Be the primary interface between Account Managers ("AM") who are selling the Company's services that are to be delivered in the Region and all functional areas that have responsible for each aspect of delivering the sold service
• SD Manager to ensure that s/he has visibility of all new customer Purchase Orders ("PO") for the Company's services that are managed by the Company's Sales Administrator
• SD Manager to interface with the planning and project management functions and give input into delivery dates that AM can commit to for the delivery of each PO
• Support all AMs by meeting at an appropriate time interval with the AM and his/her clients to update clients on status of the delivery of the clients PO/s
• In working with planning and project management functions, give input into the Work Breakdown Structure ("WBS") that details the tasks and time for completion of each task that is necessary for a PO to be delivered to a client
• Manage the WBS and where any task is not completed per the WBS, to escalate first with the relevant functional head and thereafter with the Sales Manager
• Give input into the choice of a IT tool to automate and keep record of the Service Delivery function
• Keep record of WBS tasks, and the planned and actual completion dates for each task. Where deviations exist between planned and actual task completion dates, to keep records of reasons for these deviations
• Give input into and make suggestions for improvement in the delivery of PO to clients
• Where escalation to the customer is required, ensure that the escalation is conveyed timeously and resolution from the customer is received timeously.