Establish Delivery Processes

• A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

Supervise Staff

• Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

​Manage Customer Expectations

• This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery managers typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, service delivery managers conduct additional research.

Create Cost-Effective Systems

• A common task for service delivery managers is to ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.

Build Partnerships

• Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.\

Our Values:

At Tekkon, we value: 

• Team: Understanding that the best outcomes are created by highly professional, high performance teams working together to deliver the agreed outcomes.
• Ownership: Expressing a dependable ‘can-do’ attitude. We do whatever it takes to deliver a complete solution to a problem, on time on and within budget. We own the issues, not just the story.
• Transparency: Actively communicating all the time. We are open and approachable in our dealings with clients and with each other. We appreciate others’ perspectives.
• Expertise: Being highly professional at all times, displaying strong domain knowledge that is focused on solving clients’ business problems. Having the pragmatism and experience to propose multiple solutions and working with the client to select the best option.
• Motivation: Being driven to deliver innovative, best of breed solutions that meet the clients’ needs.

• Service delivery managers have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
• You are client focused, creative and driven to work collaboratively to understand the client satisfaction levels
• A team player who is open-minded, proactive and process-driven
• Excellent oral and written communication skills with a high attention to detail and impeccable time management skills
• Highly proficient with G-Suite, MS Office, Jira and Confluence (or equivalent tools)

• Minimum two years of working experience in people management
• Min. Bachelor’s degree in the related field
• You possess a customer-centric mindset with understanding of customer journey
• Minimum of a year of Scrum Master experience and/or managing using an Agile Development methodology is an advantage