Service Delivery Manager (SDM) / Customer Success Manager (CSM)

Overview: The Service Delivery Manager / Customer Success Manager will oversee the end-to-end delivery of IT services to the companys clients, ensuring exceptional support and solutions. This role bridges the gap between technical teams and clients, focusing on service excellence and customer satisfaction. Key Responsibilities: · Manage and mentor the service delivery or customer success team · Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) · Develop and maintain strong client relationships, acting as the main point of contact for service-related matters · Collaborate with internal teams to align services with client needs and expectations · Monitor and report on service performance, implementing improvements where necessary · Conduct regular client reviews to ensure satisfaction and identify opportunities for service enhancement · Manage escalated issues and ensure timely resolution Requirements: · Matric essential · Diploma/Degree in Information Technology, Business Administration, or related field · 5 years of experience in IT service delivery or customer success · Background in helpdesk or technical support environments · Strong understanding of ITIL frameworks and service management best practices · Proficiency in helpdesk ticketing systems and IT service management tools · Excellent communication and interpersonal skills · Leadership abilities to guide and motivate teams · Problem-solving skills to address and resolve client issues effectively Certifications (Preferred): · ITIL Foundation or Practitioner · Project Management Professional (PMP) · Microsoft Certified Solutions Expert (MCSE)