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16 Mar 2026

Service Delivery Manager at Computer Center

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Job Description

Job Title: Service Delivery Manager
Core Responsibilities
  • Manage service delivery for contract clients and ensure services meet agreed standards.
  • Monitor and continuously improve service delivery performance.
  • Maintain strong client relationships and ensure customer satisfaction.
  • Manage service delivery tools, systems, and reporting.
  • Provide regular service delivery reports to management.
Key Duties
  • Oversee call centre operations and ensure proper logging, handling, and closure of client calls within the agreed SLA.
  • Train and guide staff on effective call management and customer handling.
  • Ensure clients are regularly updated on the status of their service requests.
  • Lead and motivate the service team to maintain high performance.
  • Prepare weekly and monthly service reports.
  • Develop proactive solutions to prevent recurring service issues.
  • Lead meetings with clients, represent the service team, and maintain meeting minutes.
  • Maintain effective communication with internal support teams.
  • Manage service schedules and monitor service delivery activities.
  • Mediate and resolve service-related issues.
  • Monitor contract expiries and coordinate timely renewals.
  • Handle correspondence related to service delivery.
  • Monitor services provided in upcountry locations.
  • Prepare and submit monthly service reports.
  • Ensure service tools and resources are available for service teams.
  • Maintain service contracts and maintenance records.
  • Assign account managers for maintenance clients and supervise their activities.
  • Review service logs and confirm completion of services with proper documentation.
  • Ensure technicians prepare service reports upon completion of tasks.
  • Review reports from account managers and escalate issues where necessary.
  • Conduct client visits and meetings for AMC (Annual Maintenance Contract) clients.
  • Coordinate AMC activities and ensure quality service delivery.
  • Monitor daily maintenance activities and gather feedback from engineers on completed tasks.
  • Ensure proper logging and follow-up of complaints, service requests, quotations, and surveys.
  • Follow up on tasks assigned to other teams and ensure client responses are provided within 8 hours.
  • Track service statistics such as complaints, requests, and response times.
  • Communicate with clients regarding equipment readiness or delays.
  • Coordinate transport for service teams when required.
Expected Competencies
The Service Delivery Manager should demonstrate:
  • Ability to improve service delivery processes and performance.
  • Effective management and monitoring of service calls and requests.
  • Strong communication and collaboration with clients and internal teams.
  • Proactive problem-solving and service improvement initiatives.
  • Dedication, responsibility, and creativity in executing core duties.
Key Targets
  • Delivery of high-quality services.
  • Timely service response and completion.
  • Timely contract renewals.
  • Increased interaction and engagement with clients.
Education & Qualifications
  • Bachelor’s Degree in Business Administration, Information Technology, Engineering, Customer Service Management, or a related field.
  • Minimum of 3–5 years of experience in service delivery management, customer service management, or a related operational role.
  • Strong knowledge of service management processes, client relationship management, and service reporting systems.
  • Proficiency in Microsoft Office applications and service management tools.
  • Strong leadership, communication, and problem-solving skills.
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Method of Application

Apply Now >> : [email protected], [email protected] and [email protected]


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