Service Delivery Manager

Job Title: Service Delivery Manager

Location: Lagos/Abuja

About Us:

We are a rapidly expanding software company specializing in cutting-edge technology solutions within the identity and digital transformation sectors. Our diverse product portfolio serves government agencies, large enterprises, and consumers, with a particular emphasis on secure technology operations and comprehensive support solutions that drive both innovation and revenue growth.

Position Overview:

The Service Delivery Manager (SDM) plays a pivotal role in managing the end-to-end lifecycle of operational support for our technology products. This role involves overseeing a team of service delivery officers, driving product operations, and ensuring exceptional customer support. The SDM will be responsible for overseeing SLA management, risk management, and consistent C-level reporting, while also spearheading initiatives to incorporate automation and continuous improvement into our service delivery processes.

Key Responsibilities:

• Service Delivery & Customer Support:
• Lead and manage a team of service delivery officers, ensuring exceptional support across all technology operations products.
• Act as a key point of contact for customers, providing superior service through proactive engagement and robust communication.
• Oversee the full lifecycle of operational support, from customer onboarding to ongoing service delivery and escalation management.
• Product Operations Management:
• Manage day-to-day operations for products that we fully support on behalf of our customers, ensuring seamless, efficient, and secure service delivery.
• Identify and implement product and process improvements to drive revenue growth and enhance customer satisfaction.
• Monitor product performance with a focus on automation, using cutting-edge technologies to streamline operations and improve responsiveness.
• Project, SLA, and Risk Management:
• Utilize strong project management skills to oversee operational projects, ensuring timely delivery and adherence to quality standards.
• Develop, monitor, and enforce Service Level Agreements (SLAs) across all operational activities, ensuring customer expectations are met or exceeded.
• Proactively identify and mitigate operational risks through strategic planning and implementation of robust risk management practices.
• Ensure risk assessments are conducted regularly and reported appropriately to maintain operational integrity.
• C-Level Reporting & Stakeholder Communication:
• Prepare and deliver consistent, comprehensive reports for C-level executives, outlining key performance indicators, SLA adherence, and risk management outcomes.
• Provide clear, concise insights and recommendations to senior leadership regarding operational performance and areas for improvement.
• Maintain strong professional relationships with key stakeholders, ensuring that operational strategies align with overall business objectives.
• Innovation & Automation:
• Champion the integration of automated solutions that enhance product monitoring, management, and customer support.
• Evaluate and implement emerging technologies and tools to drive operational excellence and efficiency.
• Foster a culture of continuous improvement, encouraging the team to adopt innovative practices in their daily work.
• Communication & Stakeholder Management:
• Represent the company professionally in customer engagements, meetings, and presentations.
• Provide clear, concise, and effective communication to both internal teams and external customers.
• Cultivate strong relationships with key stakeholders to ensure that operational strategies align with customer expectations and business objectives.

Required Qualifications:

• Experience:
• A minimum of 5+ years of experience in operations management, service delivery, or a similar role within a technology-driven environment.
• Demonstrated expertise in managing end-to-end operational support and customer service.
• Proven experience with project management, SLA management, risk management, and C-level reporting in a customer-facing role.
• Technical & Operational Skills:
• Deep understanding of technology operations, with a focus on leveraging automation tools to optimize service delivery.
• Hands-on experience with operational monitoring tools, risk mitigation strategies, and SLA management.
• Strong analytical and problem-solving skills with the capacity to drive strategic improvements.
• Communication & Leadership Skills:
• Exceptional communication and interpersonal skills, with a professional demeanor suited for customer-facing engagements.
• Ability to clearly articulate complex technical and operational concepts to both technical and non-technical audiences.
• Strong leadership skills, with a track record of effectively managing and motivating a team to achieve high performance.

Preferred Qualifications:

• Bachelor’s or master’s degree in business administration, Operations Management, Engineering, or a related field.
• Experience within the identity, digital transformation, or biometrics sectors.
• Familiarity with multi-product environments servicing both government and large enterprise customers.
• Certification in project management (e.g., PMP or Agile methodologies) is a plus.

What We Offer:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career progression within a rapidly growing company.
• A dynamic and innovative work environment with exposure to cutting-edge technology and operational practices.
• The chance to lead transformative initiatives in service delivery, ensuring high customer satisfaction and driving product improvements.

How to Apply:

Interested candidates should submit their resume along with a cover letter detailing their relevant experience and how their skills align with our service delivery objectives, particularly in SLA, risk management, and C-level reporting.