Service Delivery Executive

As the Service Delivery Executive at Sybrin Systems, you will be responsible for defining and embedding the Service Delivery Framework. This will include, but not limited to, engagement models, SLA intricacies, standards, guidelines, training, reporting requirements, and collating and reporting back on all support given under client SLAs, including all Financials, Audits and Risks. Reporting to the Chief Operating Officer (COO), you will have dotted line oversight of all regional Service Delivery Managers who will be required to adhere to the process that you set, and to provide any information/data that you would require for analysis and reporting purposes. You will need strong Financial Acumen to ensure that the appropriate level of profitability is being achieved. Your role must drive standardization and excellence in service delivery and client satisfaction. Your role will be pivotal in supporting the company's growth and success by effectively standardizing and optimizing service delivery processes.



Key Responsibilities:

Service Delivery Leadership: Define and embed the End-to-End Service Deliver Framework specific to Sybrin under the restructure. You will create an environment to mentor Service Delivery Managers across the whole of Sybrin. providing guidance, support, and direction on best practice and agreed process to ensure standardized and successful service delivery. You will facilitate Capacity requirements planning and Pooling across Regions. You will provide the tools/templates for Service Delivery Managers to effectively audit their level of service under SLAs and make the data available to you for analysis and reporting purposes.



SLA Data Analysis and Reporting: Collate SLA performance data from all Service Delivery Managers across the whole of Sybrin and produce analytic reports based on compliance with agreed process, profitability, customer satisfaction, SLA compliance, Root Cause Analysis & Correction, etc. You will be required to identify trends in areas of improvement per Service Delivery Manager, and as a whole, with corrective action recommendations. You will be required to produce high quality, accurate Executive Slides on Service Delivery at Sybrin to the Directors for submission to the board.





Quality Assurance: Establish and enforce quality standards and best practices for service delivery. Conduct regular reviews and assessments to ensure compliance with quality requirements and continuous improvement.



Risk Management: Identify potential risks and issues proactively, developing risk mitigation strategies and contingency plans to minimize impact on SLA penalties and the like.





Budget Management: Monitor SLA/Managed Services annuity budgets, expenses, and financial performance, ensuring adherence to budgetary constraints and profitability targets. Identify opportunities for cost optimization and revenue generation.

Team Development: Develop and empower the service delivery team through training, coaching, and professional development opportunities. Foster a culture of collaboration, accountability, and continuous learning.

Performance Measurement: Define and track key performance indicators (KPIs) and metrics to measure service delivery performance and success. Analyse data and feedback to identify trends, areas for improvement, and lessons learned. You will also hold KPI reviews with all Service Delivery Managers around their ability to adhere to agreed process in their areas that could include recommendations of specific training needed in a particular Service Delivery Manager’s area.



Process Improvement: Continuously evaluate and improve service delivery processes, methodologies, and tools to enhance efficiency, productivity, and scalability. Implement best practices and lessons learned to drive continuous improvement.



Client Satisfaction: Foster a culture of customer-centricity and excellence in service delivery, ensuring high levels of client satisfaction and retention.



Fulfil other Service Delivery responsibilities where required: The two areas of Service Delivery that may be applicable are as follows:

Where there is a Place Holder for a Regional Manager, you may be required to fulfil the roles and responsibilities of the Service Delivery Component of that position with the Regional Service Delivery Manager reporting into you.

From time to time due to capacity constraints, or the requirements of the business, you may be required to fill the role of a Service Delivery Manager for the impacted period

Qualifications and Experience:

Bachelor of science degree in IT, Engineering, Business Administration, or a related field. A Masters or Honors qualification would be an advantage. ITIL Service Delivery Manager Certification preferred.

Proven track record of success in service delivery leadership roles, preferably within the IT software development industry.

Strong leadership and management skills, with the ability to inspire, motivate, and empower teams to achieve goals and objectives.

Excellent communication, negotiation, and stakeholder management skills, with the ability to build rapport and influence at all levels.

Demonstrated experience in successful service delivery execution across different markets.

Sound understanding of service delivery best practices, SLA contract requirements, and risks associated with non-compliance.

Proficiency in service delivery software and tools, such as Microsoft Project, Jira, or Asana.

Strong analytical and problem-solving abilities, with a strategic mindset and attention to detail.

Should have a strong drive to establish root causes of issues and find lasting solutions