Vacancy - Service Delivery Manager - July 2019

The Service Delivery Manager (SDM) oversees a number of key functions from the various departments that enable the delivery of a quality service to the clients of Munsoft. The SDM is required to establish and manage expectations within the business and encourage the delivery arm of the company to achieve those 
expectations to a high standard. This position is a client facing role that requires you to regularly identify opportunities for Munsoft thereby enabling us to add further value in the Account through the introduction of our various service offerings.

Responsibilities & Attributes:

• Strong business acumen and people management skills
• Able to effectively articulate the company’s products and services
• Manage client expectations with regards to every request – operational and commercial
• Generate and/or coordinate the submission of professional tender responses, proposals and quotes
• Ensure client satisfaction through the successful meeting of all SLA's
• Create and / or 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
• Escalations and problem resolution
• Identify opportunities to improve the clients' efficiencies through the introduction of additional product & service offerings
• Effective pipeline management
• Accurate account plans
• Monitor and investigate breaches in performance or quality
• Effective time management
• Assist in all client financial queries including collection of outstanding invoices

Our ideal candidate has an understanding of the Local Government landscape and the ICT systems and solutions implemented in that market sector. He / she is able to work under tight deadlines and is a self-starter able to prioritize given responsibilities. The candidate must have strong written and verbal communication skills. This person should cope with working in non-routine and complex environments, involving the application of strong technical and business skills. 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].