Service Delivery Manager (Petroleum)
Bytes Managed Solutions
Cape Town Central, South Africa
9d ago

Job Description : MAIN JOB PURPOSE


To manage the end-to-end customer lifecycle, ensuring optimal service satisfaction through the delivery of consistent and value added services / solutions to retain current customers, and to do so in a cost effective manner to contribute toward account profitability.


  • Build and retain strong and scalable inter-personal relationships with clients, and internal parties;
  • Assist with customer information sessions creating engaged customers and facilitate organic growth;
  • Taking ownership of customers issues and following problems through to resolution;
  • Provide continuous, professional, accurate and consistent feedback to clients;
  • Schedule, prepare and present monthly review meeting;
  • Ensure clear understanding and interpretation of detail in reporting to ensure accurate reporting;
  • Conduct quarterly customer surveys and highlight / escalate potential risks; and
  • Plan and attend internal cross functional meetings at least quarterly.

  • Manage consistent and professional service delivery, controlling resources and utilise assets with customer requirements to ensure customer service satisfaction;
  • Setting a clear mission and deploying strategies focused towards that mission
  • Ensure that all services are delivered in line with contracted requirements;
  • Manage customer quotes process and performance;
  • Monitor and validate open calls daily, proactively providing customer with feedback and updates in a professional and structured manner;
  • Generate joint solutions, best fit alternatives, and anticipate potential future problems;
  • Prepare for, attend and manage monthly customer meetings to ensure continuous and effective management of expectations and requirements;
  • Plan, prepare and present the SAM review pack monthly; and
  • Implement innovative methods or processes to improve customer service.

  • Analyse escalations, identify trends and proactively put in place corrective plans to address problem areas, reduce and eliminate recurrence;
  • Conduct monthly and quarterly Service Management reviews;
  • Review account plans quarterly;
  • Complete and update ALL account plans Annually or when changes occur;
  • Ensure accurate reports, review monthly and update where necessary;
  • Accurately update SharePoint dashboard with weekly progress;
  • Conduct ongoing analysis of customer needs and requirements, and align account and service plans against those; and
  • Identify and drive account optimisation opportunities.
  • Set a clear mission and deploy strategies focused towards that mission

  • Accurately drive to close and Bill all billable calls on a weekly basis;
  • Ensure all maintenance billing is agreed and paid for 30 days prior to service initiation or as per contract;
  • Manage quality and correctness of invoices and supporting documents through Pre-Bill process;
  • Ensure annual credit notes amount is zero;
  • Ensure that debtors book does not exceed 30 days;
  • Retain current customers through service integrity, thereby meeting target / budget revenue quota per service / solution;
  • Minimise service / solution expenditure, optimise time management and drive tactics to maximise service / solution profitability;
  • Identify new opportunities and projects and follow through for successful completion.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Job Requirements : Qualifications

    Attitude / Behaviour

  • Relevant Tertiary MBA / Bachelor degree preferable
  • Between 5 and 7 years experience in Customer relations / IT Operations / Service Delivery / Retail Management.
  • Proven track record in Customer Services / Project Management
  • Sound knowledge of business and industry standards and best practices
  • Knowledge of Solution offerings current / new and technological environments with specific focus on the customers particular market
  • Knowledge of customer service software, databases and tools
  • An understanding of the purpose and composition of Service Level Agreements
  • An understanding of ITIL methodology and ISO standards
  • Knowledge of RFP / Tenders process and requirements
  • Financial acumen
  • Business acumen
  • Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills
  • Ability to think strategically and to lead
  • Proposals / Report writing
  • Strong presentation skills.
  • High level communication skills both verbal and written.
  • Strong customer facing relationship skills.
  • Ability to maintain an orderly workflow according to priorities
  • Good command of English
  • Flexibility and adaptability (responsive to changes in customer requirements)
  • Results and Achievement Orientated
  • Drive
  • Commitment to accuracy and quality
  • Problem analysis and problem solving
  • Advanced troubleshooting and multi-tasking skills
  • High standards of Integrity
  • Conflict Resolution
  • Perseverance
  • Customer Service orientation
  • Collaboration
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