Service Delivery Manager Cape Town - Cape Town Region
Believe Resourcing PTY Ltd
About our Client: Our client is a leading global provider specialising in data analytics and digital solutions, offering comprehensive services across diverse industries. Operating worldwide, they are dedicated to fostering innovation and efficiency, empowering clients to unlock new opportunities and reach their full potential. About the Role: The Service Delivery Manager will be responsible for leading transitions across our global footprint. The candidate should possess in-depth knowledge of transitions, ensuring their success and building the capability of the transitions function. This role involves bringing thought leadership to improve transition setup and implementation, as well as leading new business pursuits to develop customised solutions. The Senior Transitions Manager will take over transitions of specific client engagements as the lead when opportunities translate into new business. Essential Functions: Execute transition of processes with end-to-end accountability; Work closely with clients on onsite projects to provide ground-level assessment and recommendations on process re-engineering and offshoring feasibility; Interact extensively with business users, senior management, and IT personnel; Lead client engagements to ensure consistent service delivery; Contribute to business development in select accounts. Transitions Reviews: Program Leads, Transitions Managers, Operations Leads, Operations Managers, Quality and PE team. Solutioning and Implementation Design: BD Team, Strategic Deal Team, designated operations and enabling functions engaged on a case-by-case basis. Training and Development: Program Leads, Transitions Managers, Training function, external vendors as needed. Primary External Interactions: The incumbent will primarily interact with client stakeholders in the Solutioning and Implementation Design role, presenting solutions and transitions capabilities, and transitioning selected processes. Technical Skills Analytical skills: Problem-solving skills; BPO industry knowledge, including an understanding of enabling functions (technology, pricing) and operating environment; Domain knowledge in specific verticals. Process Specific Skills: Project management skills. Soft Skills: Communication skills – ability to engage with clients as well as internal stakeholders and convince them about the proposed idea or solution. Self-starter – ability to be self-motivated, pursuing and exploring different avenues to come up with the optimum solution. Requirements: Graduate / Postgraduate in any stream. PMP, PgMP certification (preferred). 10 years of experience, most of which should be in the BPO environment. 3 years of the BPO experience should be in transitions. Hands-on experience in migrating processes. Program management experience of small to medium-sized engagements. Valid (10-year / 5-year) US and/or UK Visa will be an added advantage. Market Related - Dependent on experience
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