The Service Delivery Manager (SDM) EMENA is responsible for ensuring high-quality IT service delivery, maintaining customer satisfaction, and managing client relationships. The SDM oversees the service delivery team, ensures adherence to service level agreements (SLAs), and works to continuously improve service processes.Key ResponsibilitiesService ManagementOversee the delivery of IT services to ensure they meet business needs and performance targets.Manage and monitor SLAs and key performance indicators (KPIs) to ensure compliance and quality service delivery.Conduct regular service review meetings with clients to discuss service performance, changes, and improvements.Client Relationship ManagementAct as the primary point of contact for clients regarding service delivery issues and escalations.Build and maintain strong relationships with clients to ensure satisfaction and address any concerns promptly.Develop and present regular reports on service performance to clients and stakeholders.Team LeadershipIncident and Problem ManagementContinuous ImprovementResource ManagementFinancial ManagementRisk ManagementQualifications and ExperienceEducation: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field. ITIL V4 certificationExperience: Minimum of 15 years of experience in service management. oversee our European projects. Technically strong. Expertise in ITIL 4. Experience with MNOs preferredSkills:Strong knowledge of IT service management (ITSM) frameworks and best practices.Excellent client management and communication skills.Proven ability to manage and lead a team.Strong problem-solving and decision-making abilities.Proficiency in using ITSM software and tools.Key CompetenciesLeadership: Ability to inspire and lead a team towards achieving service excellence.Customer Focus: Dedicated to meeting the expectations and requirements of clients.Communication: Effective verbal and written communication skills.Analytical Thinking: Ability to analyze data and metrics to drive decision-making.Adaptability: Flexibility to manage changing priorities and deadlines.Collaboration: Ability to work effectively with cross-functional teams and stakeholders.Working ConditionsThe role may require occasional travel to client sites.Flexibility to work outside normal business hours as required.The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.#J-18808-Ljbffr