Service Delivery Manager

Job Purpose

The Manager, Service Delivery is responsible for the effective delivery, implementation and ongoing support of customer solutions across multiple technology business areas, including Telematics / Mobility Solutions, Retail Automation, and Building & Facilities Automation.

The role leads the Implementation & Support function, overseeing the respective business-line teams and Service Desk.

The successful candidate will ensure that projects and service requests are delivered according to agreed scope, quality, timelines and budgets, while maintaining high standards of customer support and service performance.

The role also involves working closely with Sales, Commercial, Finance, suppliers and customers to support customer retention, operational efficiency and sustainable business growth.

Key Responsibilities

Service Delivery & SLA Management

• Establish and maintain service delivery standards, operating procedures and controls.
• Ensure customer contracts and commitments are translated into clear delivery plans.
• Monitor service performance, backlogs, risks and escalations.
• Ensure service-level agreements (SLAs) are consistently achieved.
• Conduct regular service reviews and implement corrective actions.

Project Implementation & Delivery

• Oversee projects from initial planning and handover through installation, testing, commissioning and final delivery.
• Manage project scope, timelines, resources, budgets and risks.
• Ensure appropriate project documentation, quality assurance and customer sign-off.
• Coordinate teams and resolve operational or technical challenges.

Technical Operations & Solutions Delivery

• Oversee the implementation and support of telematics and mobility solutions.
• Manage retail automation projects, including hardware, software and system integrations.
• Supervise building and facilities automation installations, testing and commissioning.
• Ensure technical readiness, troubleshooting, quality control and customer handovers.
• Maintain appropriate technical documentation and operational records.

Service Desk & Customer Support

• Lead and manage the Service Desk as the central point for incidents and service requests.
• Ensure effective ticket logging, prioritisation, allocation, tracking and resolution.
• Monitor response times, resolution rates and outstanding tickets.
• Establish clear escalation procedures.
• Maintain high standards of customer communication and satisfaction.

Customer Experience & Continuous Improvement

• Build and maintain strong customer relationships.
• Manage customer complaints and service failures.
• Conduct root-cause analysis and implement corrective actions.
• Identify opportunities to improve service quality, efficiency and operational processes.
• Reduce recurring incidents and improve customer experience.

People Management & Leadership

• Lead, coach and develop business-line managers and Service Desk personnel.
• Set clear objectives and performance expectations.
• Manage resource planning, workload allocation and team capacity.
• Identify training and development requirements.
• Participate in recruitment, performance appraisals and succession planning.
• Promote collaboration and accountability across teams.

Operational Risk, Compliance & Safety

• Ensure compliance with company policies, customer requirements and applicable regulations.
• Maintain accurate project, service and technical documentation.
• Identify and manage operational, technical and supplier risks.
• Ensure appropriate health and safety procedures are followed.
• Maintain business continuity and disaster recovery plans.

Commercial & Supplier Management

• Manage operational costs and resource utilisation within approved budgets.
• Monitor supplier and subcontractor performance.
• Support commercial teams with technical feasibility assessments and delivery estimates.
• Oversee equipment, spare parts and licence procurement.
• Prepare regular management reports covering projects, service performance, budgets and operational risks.

Strategy & Business Development

• Translate business strategy into operational plans and objectives.
• Participate in the preparation of CAPEX and OPEX budgets.
• Monitor competitors, market developments and emerging technologies.
• Identify opportunities for new solutions, partnerships and business expansion.
• Work closely with Sales and Business Development teams to support business growth.

3. Key Performance Indicators (KPIs)

Performance will be assessed against agreed objectives, including:

• Achievement of contracted SLAs.
• Percentage of projects delivered on time and within budget.
• Customer satisfaction and retention.
• Service Desk response and resolution times.
• Reduction in recurring incidents and customer complaints.
• Project profitability and operational cost control.
• Supplier and subcontractor performance.
• Team productivity and performance.
• Completion of training and development objectives.
• Implementation of continuous improvement initiatives.

Qualifications & Experience

• Degree or diploma in Information Technology, Electronics, Engineering, Automation, Telecommunications, Operations Management or a related field.
• A Master's degree in Business Administration or a related discipline would be an advantage.
• Relevant certifications in project management or service management (PMP, PRINCE2, ITIL) would be beneficial.
• Minimum 5 years of relevant experience in technical implementation, service delivery, technical support or operations.
• At least 3 years of experience in a managerial or team leadership position.
• Experience managing multiple projects and customer support operations is highly desirable.
• Experience within the ICT or technology solutions industry would be an advantage.

• Strong leadership and people management skills.
• Excellent planning, organisational and project management abilities.
• Strong technical understanding of IT systems, infrastructure and technology solutions.
• Knowledge of service management frameworks, particularly ITIL.
• Experience managing SLAs, service desks and customer support operations.
• Strong troubleshooting and problem-solving abilities.
• Experience with system integration, commissioning and technical implementation.
• Strong commercial awareness and budget management skills.
• Excellent communication, negotiation and stakeholder management abilities.
• Ability to manage multiple priorities and work under pressure.
• Strong analytical skills and a continuous improvement mindset.
• Fluency in English and French.