Service Delivery Manager at Computer Center March 2026

Responsibilities or duties

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.

Qualifications or requirements 

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.

Experience needed

Minimum of 3–5 years of experience in service delivery management, customer service management, or a related operational role.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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.

• 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.
• 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.

• 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.
• 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.

• 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.