Service Delivery Manager

Published: 22/11/2022

Location: Addis Ababa


  • Manage and oversee all operational and service activities that are delivered to the customer.
  • Ensure the contracted services are delivered to the customer against the agreed contractual scope, budget, service levels and quality.
  • Manage service and service level reporting to the customer.
  • Ensure appropriate billing and assist in revenue collection of all services where required.
  • Identify, analyse and quantify service delivery risks; develop mitigation and action plans.
  • Effective management of risks, issues and opportunities to satisfactory outcomes.
  • Manage the customer to ensure their own obligations are fulfilled.
  • Manage CHAMP 3rd party suppliers, pertinent to the engagements to secure the service delivery targets.
  • Ensure customer satisfaction throughout the customer user base.
  • Support CHAMP Commercial organisation in all its commercial objectives.
  • Identify customer business needs and business outcomes so that CHAMP canmake it happen.
  • Provide the CHAMP Product Management organization the consolidated feedback from the customer to ensure that the product evolution meets the customer’s needs.
  • Prepare Additional Work Requests (AWRs) with the customer, in line with contracted procedures where the customer seeks additional CHAMP services (training, new solutions enhancements, etc.)
  • Manage progress of the AWR delivery activities and the deliverables to ensure that they are completed on time, to budget and to the required quality levels.
  • Build and manage service improvement plans with the customer to improve quality of service and customer perception.
  • Travel required: ability to travel to client site on a regular basis as needed (COVID-19 restrictions apply).

Knowledge, competencies & skills

You will have:

  • 5+ years of directly managing SaaS or Managed IT services.
  • Proven experience in managing service operations with combined onshore/nearshore/offshore model.
  • Formal service management training and certification (ITIL V3 or V4 Foundation as minimum)
  • Excellent written and oral communication skills in: English (essential); Spanish (desirable); French (desirable)
  • A working knowledge of the Service Now ITSM Platform & Atlassian JIRA

You will exhibit:

  • An ability to interact collaboratively with management, colleagues and other stakeholders to achieve the organisation’s goals and targets.
  • Customer orientation with a strong focus on empathy and customer satisfaction.
  • An ability to successfully negotiate to achieve mutually beneficial outcomes.
  • Good multi-cultural awareness.

Your background will show:

  • Experience in successful software or IT service delivery to high levels of service underpinned by a recognised service delivery methodology.
  • Experience in operating internationally and delivering to global players in their respective industries.
  • Awareness and good understanding of different software development methodologies.

Apply now

Please include your CV, covering letter and diplomas.


Apply now

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