Service Delivery Manager

About the Role

Computer Centre is seeking a qualified Service Delivery Manager to oversee service delivery operations and ensure all contracted services meet agreed standards. This full-time position is based in Dar es Salaam, Tanzania.

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 agreed SLAs
• 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
• 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

Required Experience and Skills

• Management and business operations expertise
• Customer service excellence
• Computer and IT knowledge
• Strong communication and interpersonal skills
• Experience with service delivery and SLA management

Employment Details

Employment Type: Full-time

Location: Dar es Salaam, Tanzania

Salary: Competitive (TZS, monthly)

Industry: Computers