Service Delivery Manager

Company Details

Adexen is an international HR consulting firm providing business services in Europe and Africa · Explore the latest jobs· We have been mandated by a leading IT & Telecom company to employ an individual for its operations in the job post below:

Employment Title: Service Delivery Manager

Area: Lagos
Employment Type: Full time
Industry: Information Technology
Job Seniority: Manager
Job Category: Business Development


  • Manage the delivery of services to Company’s Clients promoting the continuous improvement of productivity, service quality and customer satisfaction.
  • Accountable for managing service delivery for all Clients.
  • Provides a focus for SLA management and customer satisfaction across the relevant customer base.
  • Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
  • Continuous and demonstrable improvement of productivity resulting in increased cost-effectiveness and value. Be able to evidence these savings across the relevant customer bases.
  • Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Company Service Delivery governance guidance.
  • Ensures capabilities and capacity to meet both existing and new business demands.
  • Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Company service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
  • Ensures robust tools and where relevant technological platforms are in place to support customer environment and best service solution.
  • Motivates develops and mentors other service delivery employees and managers where relevant
  • Maximizes Clients growth opportunities.
  • Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
  • Lead the management of all clients onboarding and migration processes.
  • Provide relevant support for Company certifications as appropriate.
  • Provides support to new business opportunities.
  • Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
  • In conjunction with the Business Development Manager, defines requirements for new services in line with Service Line Strategy.
  • Ensures such offerings are professionally introduced, accepted and delivered.

Desired Skills and Experience

  • Bachelor’s Degree in a relevant field from a recognised University
  • A Master’s degree is a plus
  • Previous 10 years working experience in a similar senior role within an international IT & Telecoms organization
  • Client service management experience.
  • Outstanding organizational and time management skills
  • Excellent communication and leadership skills
  • Analytical thinker and problem solver
  • Team leader.
Application Closing Date

Not Specified.

Note: We thank all applicants however only those selected will be contacted.

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